Technical Support Specialist

About the role

We are looking for a proactive and customer-focused Technical Support Specialist to take ownership of the technical support experience for enterprise clients using AI-powered SaaS solutions. In this role, you will serve as the primary point of contact for incoming support requests, ensuring timely responses, effective troubleshooting, and clear communication throughout the resolution process.

What you'll do

• Own the customer support platform as the primary intake channel for all incoming support requests, including in-app widgets, forwarded emails
• Ensure every customer request receives an initial response within agreed service-level timelines and remains actively monitored until resolution
• Collect and document all relevant troubleshooting information, including client environments, affected users, reproduction steps, screenshots
• Resolve common technical issues, known problems, and user-related errors using existing documentation and knowledge base resources
• Troubleshoot authentication and access-related issues, including Single Sign-On (SSO), SAML authentication, user provisioning, roles, and permissions

What you need

• 2–4 yrs of experience
• Troubleshooting
• Firewalls
• JIRA
• Any graduate

Good to have

• LLMs