Technical Support Specialist

Technical Support

• Provide first and second-line technical support for product, application, system, or infrastructure-related issues.
• Troubleshoot issues that cannot be resolved through standard L1 procedures.
• Investigate application, configuration, connectivity, authentication, and integration-related issues.
• Analyze basic application/system logs to identify errors and potential causes.
• Perform basic configuration changes and validation where authorized.
• Reproduce customer-reported issues in test or supported environments.
• Perform basic database queries or data validation where required.
• Troubleshoot API, webhook, integration, and connectivity issues at a basic level.
• Assist customers/users with product configuration, usage, and technical questions.
• Identify recurring issues and recommend improvements to support documentation and troubleshooting procedures.

Ticket & Incident Management

• Own support tickets from initial investigation through resolution or appropriate escalation.
• Maintain accurate and detailed ticket documentation.
• Prioritize tickets based on business impact, severity, and agreed SLAs.
• Follow established incident, escalation, and change-management processes.
• Escalate issues to L2, Engineering, Infrastructure, or other teams with complete troubleshooting details.
• Follow up on escalated issues and communicate progress to customers/users.
• Identify recurring incidents and contribute to problem-management activities.

Troubleshooting & Investigation

• Follow troubleshooting methodologies rather than relying solely on predefined solutions.
• Gather relevant logs, screenshots, error messages, timestamps, environment details, and reproduction steps.
• Perform basic network troubleshooting such as DNS, connectivity, ports, HTTP/HTTPS, and latency checks.
• Use tools such as command-line utilities, log viewers, monitoring tools, ticketing systems, and knowledge bases.
• Understand basic concepts related to operating systems, databases, APIs, cloud environments, and networking.
• Distinguish between application defects, configuration issues, user errors, and infrastructure-related problems.

Customer Communication

• Communicate clearly and professionally with customers/users through email, chat, phone, or ticketing platforms.
• Explain technical issues and solutions in simple, customer-friendly language.
• Set appropriate expectations around resolution timelines and escalations.
• Maintain a high level of professionalism during high-priority or difficult incidents.

The ideal candidate should be comfortable handling standard support requests independently while also performing deeper troubleshooting, basic log analysis, configuration checks, and root-cause investigation before escalating complex issues to L2/Engineering.

The candidate should have troubleshooting skills, good communication abilities, a customer-focused mindset, and the ability to understand technical issues and translate them into clear, actionable solutions., * 1-3 years of experience in technical support, application support, IT support, SaaS support, or a related role.

• Strong troubleshooting and analytical skills.
• Good understanding of Windows and/or Linux operating systems.
• Basic knowledge of networking concepts
• Experience working with ticketing or ITSM tools.
• Good written and verbal communication skills.
• Strong attention to detail and ownership of support issues.
• Ability to work independently while knowing when to escalate.
• Comfortable working in a fast-paced support environment and managing multiple priorities.