Specialty
Languages and tools
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The role
The company is hiring a Senior Technical Support Advocate to give customers hands-on troubleshooting, feature explanations and best-practice guidance for a client's SaaS product, mainly by email. The role follows US business hours.
What you will do
- Support customers by email, chat and phone, mainly email, within agreed SLAs
- Diagnose and resolve technical issues and escalate complex ones
- Learn the client's products and keep up with changes in processes and technology
- Run knowledge-sharing sessions and help train new team members
- Support teammates and pick up extra tasks to meet team goals
What they ask for
- 3+ years of technical support experience, mainly via email and chat
- Knowledge of how web and mobile apps work
- Experience with Chrome DevTools, REST APIs and similar web tools
- General experience with SaaS products
- Able to work US business hours with flexibility
- Proficient written and spoken English
- Ability to explain technical solutions to non-technical users
- Plus: SQL and databases, and log monitoring tools such as Datadog
This is our own short reading of the posting. The full description, and anything that has changed since, is on the employer's careers page behind the apply button.