Managing and assisting user inquiries on all platforms that we support (Discord, Email, Zendesk, Reddit).
Serving as an escalation point for our community/customer experience in high touch escalations and platform incidents.
Gauging customer/community impact and guiding decisions with Product Managers, engineers, and all other stakeholders with users in mind.
Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.
Establishing the root causes of application errors, and escalating serious concerns to the higher tier support group.
Contributing to continuously improving the team tools and processes by performing analyses on software application functionality and suggesting enhancements.

Minimum of 3 years of relevant experience in incident management, technical support and System Administration.
Knowledgeable in various UNIX/Linux commands and functions.
Experience supporting a highly automated and dynamic cloud-environment.
Demonstrated some experience with end-to-end platform incident management using Zendesk or similar platform.
Exceptional communication skills
can communicate and operate effectively across multiple departments and stakeholders.
Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
Curiosity to chase issues to root cause and rollup sleeves to investigate and resolve the unknown.
Motivated by our mission and creating a seamless support experience for our global community base.

100% remote work
Individual Contractor
you will get paid in net amount monthly
Be part of an organization that is bringing impactful technologies freely available to everyone in the world!

Senior Support Specialist

Key skills