Field complex or escalated issues for high-value or critical clients
Work directly with clients to understand issues, document cases, and drive resolution
Uphold SLAs for responsiveness and resolution timelines
Serve as an escalation point and product SME for a designated product suite
Own technical issues and collaborate with Engineering and Product teams for resolution
Validate and document product bugs and expected behaviors
Coordinate troubleshooting sessions and provide written/verbal recaps
Resolve technical customer complaints independently
Participate in on-call support rotations
Maintain accurate case status in the ticket tracking system
Troubleshoot a range of issues from simple failures to complex, multi-factored problems

1–2 years of experience providing technical support for cloud-based software or services
Strong communication skills with the ability to de-escalate high-stress situations
Ability to explain complex technical issues to both experts and novices
Experience using ticketing systems such as Salesforce, JIRA or similar
Technical degree in Computer Science or equivalent work experience
Relational database experience (MSSQL & PostgreSQL preferred) is good to have
Experience with administering Windows desktops, servers and embedded systems is good to have
Enterprise SaaS or web-hosted software knowledge is good to have
Experience with streaming/video playback is good to have
Experience with Github, CI/CD, software deployment is good to have

Technical Support Representative

Key skills