The Specialist, Technical Success (Support) plays a key role in ensuring customer satisfaction by providing expert technical support, troubleshooting issues, and assisting high tier clients in optimizing their use of the company's products and services. This role requires strong problem-solving skills, technical expertise, and a customer-focused mindset. The position offers flexible working hours, with the option for occasional weekend on-call, providing greater work-life balance while ensuring continuous customer support. 

Key Responsibilities:  

• Provide frontline technical support, troubleshooting, and resolution of customer issues. 

• Assist customers in maximizing product functionality and performance. 

• Proactively monitor customer sessions, tickets, and alerts to identify and address potential issues before they escalate. 

• Escalate complex technical issues to senior support teams when necessary. 

• Maintain detailed documentation of support cases and solutions. 

• Collaborate with cross-functional teams to improve product usability and support processes. 

• Contribute to the knowledge base and best practices to enhance customer self-service. 

Qualifications:  

• 2+ years of experience in technical support, customer success, or related roles. 

• Proficiency in troubleshooting software, cloud technologies, APIs, and networking. 

• Experience with support tools (Freshdesk, Salesforce, Jira) and ticketing systems. 

• Strong communication and problem-solving skills. 

• Ability to work in a fast-paced, customer-driven environment.