About the role:

As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support.

Role & Responsibilities:

• Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously.
• Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems.
• Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution.
• Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures.
• Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate.
• Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents.
• Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides.
• Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience.
• Mentor junior team members on best practices for ticket handling and technical diagnosis.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 4+ years of experience in a technical support role for an Enterprise SaaS product.

Technical Proficiency:

• Strong hands-on experience with Zendesk for ticketing and customer support.
• Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS.
• Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC).