About the Role
We are looking for a proactive, organized Technical Support Specialist to serve as a primary customer contact and support daily operations.
The ideal candidate combines strong communication, customer service, technical knowledge, and analytical skills with effective use of AI tools.
This role requires someone who can independently investigate and resolve technical issues, handle basic engineering tasks with AI assistance, and coordinate with our engineering team when more advanced technical expertise is required.
This position owns support tickets throughout their lifecycle, ensuring consistent customer communication and timely resolutions.
Key Responsibilities
- Customer Communication: Serve as a primary contact for customer support requests, providing professional, clear, and timely communication.
- Customer Sessions: Lead remote customer meetings to gather information, troubleshoot issues, clarify requirements, and validate solutions.
- Technical Troubleshooting: Independently investigate, diagnose, and resolve technical issues involving software applications, servers, user access, and related infrastructure.
- AI-Assisted Problem-Solving: Effectively use AI tools to assist with troubleshooting, scripting, basic programming, technical research, and documentation while critically reviewing and validating the results.
- Ticket Management: Own and track support tickets from initial reporting through resolution, maintaining accurate records, priorities, and follow-up actions.
- Engineering Escalation: Identify issues requiring advanced engineering intervention and provide clear, detailed documentation, troubleshooting findings, and reproducible steps.
- Requirements Gathering: Communicate with customers to understand problems, gather technical details, document requirements, and establish expected outcomes.
- Customer Follow-Up: Proactively communicate ticket progress, expected next steps, and resolutions, particularly when issues depend on other teams.
- Documentation: Record troubleshooting findings, meeting outcomes, next actions, responsible owners, dependencies, and commitments in the ticket. Maintain organized troubleshooting procedures and internal knowledge-base resources.
- Continuous Improvement: Identify recurring issues, opportunities for automation, and improvements to support processes.
Required Skills and Qualifications
- English Proficiency: Excellent verbal and written English communication skills, at a near-native professional level (C1 or higher).
- Customer Service: Strong interpersonal skills, patience, professionalism, and the ability to explain technical concepts to nontechnical customers.
- Technical Troubleshooting: Ability to independently investigate problems, analyze available information, and work methodically toward solutions.
- AI Proficiency: Practical experience using AI assistants effectively, including writing clear instructions, providing relevant context, iterating on results, and validating AI-generated solutions.
- Cloud Infrastructure: Foundational knowledge of cloud-hosted servers, infrastructure, and common server administration concepts.
- User Management: Familiarity with Active Directory or similar identity and access management systems.
- Programming Fundamentals: Basic understanding of programming concepts and the ability to read, troubleshoot, and modify simple scripts or code, including with AI assistance.
- Organization and Ticket Management: Excellent attention to detail, prioritization skills, and the ability to manage multiple support requests simultaneously without losing track of progress.
- Requirements and Documentation: Strong note-taking skills and the ability to gather, organize, and translate customer information into actionable technical documentation.
- Independent Work: Self-motivated, resourceful, and comfortable working independently while recognizing when escalation or collaboration is necessary.
Preferred Qualifications
- Previous experience in technical support, application support, IT operations, or a similar customer-facing technical role.
- Familiarity with Windows Server environments and basic system administration.
- Understanding of fundamental networking concepts, including DNS, TCP/IP, HTTP/HTTPS, and VPNs.
- Basic knowledge of SQL, REST APIs, JSON, or scripting languages such as PowerShell or Python.
- Experience with ticketing systems such as Jira, Zendesk, Freshdesk, or similar platforms.
- Familiarity with cloud environments such as Microsoft Azure or AWS.
- Experience troubleshooting application logs, integrations, and configuration issues.
- Understanding of IT security fundamentals, including access control, permissions, and responsible handling of sensitive customer information.
What We're Looking For
Beyond technical qualifications, we're particularly interested in someone who demonstrates:
- Ownership: Maintain ownership of support coordination and customer communication through resolution, including when technical work is assigned to another team.
- Curiosity: Enjoys investigating technical problems and learning new technologies.
- Resourcefulness: Uses available documentation, tools, and AI effectively before escalating.
- Sound Judgment: Understands the limitations of AI, verifies its output, and knows when expert intervention is required.
- Organization: Maintains a clear picture of outstanding issues, priorities, and customer expectations.
- Communication: Keeps customers informed without requiring them to repeatedly request updates.
We are not necessarily looking for an experienced software engineer. We are looking for a technically resourceful problem-solver who can combine foundational IT knowledge, AI tools, and strong customer service skills to independently resolve issues and effectively coordinate more complex work with our engineering team.
