Description

Responsibilities
• Investigate and resolve customer issues across products and services.
• Analyze logs, API requests/responses, and database records to identify root causes and drive resolution.
• Support customers, Customer Success Managers, and Operations teams with technical issues, product investigations, and integration troubleshooting.
• Collaborate with Engineering and Product teams to escalate, reproduce, and resolve issues.
• Prioritize and manage issues based on customer impact and business needs.
• Work effectively in a global team environment spanning multiple time zones.
• Manage, prioritize, and track customer issues using Zendesk, Jira, and other ticketing systems.

Requirements
• 2-4 years of experience in Technical Support, Technical Operations, or a similar customer-facing technical role in a SaaS environment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong team player with a collaborative mindset and willingness to support colleagues across functions and regions.
• Availability to work in a global support environment and collaborate with teams across multiple time zones, including the EMEA region.
• Hands-on experience writing and analyzing SQL queries.
• Experience working with and troubleshooting REST APIs.
• Experience working with ticketing and issue-tracking systems such as Zendesk and Jira.
• Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Self-motivated, detail-oriented, and comfortable managing multiple priorities.
• Experience with scripting or automation (i.e. Python) - an advantage.
• Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests - an advantage.