Troubleshoot production issues in customer integrations, including APIs, data flows, and system connectivity
Identify root causes and implement effective solutions while meeting defined support SLAs
Analyze logs, data, and system behavior to diagnose and resolve integration issues
Communicate clearly and professionally with internal teams and external clients throughout the lifecycle of a support case
Document investigation steps, findings, and resolutions in Salesforce Service Cloud and provide regular status updates
Drive support cases to resolution by collaborating with Support, Development, Technical Consultants, third-party partners, and clients
Participate in quality assurance activities, including production update testing and pre-release testing
Identify process gaps and suggest improvements to systems, workflows, and support practices
Participate in the on-call support rotation as required

3+ years of experience in technical support, application support, or software support within a SaaS or similar environment
Experience with object-oriented programming (Java, C#, Python, or similar)
Experience working with APIs, integrations, or software systems in a production environment
Strong problem-solving and critical thinking skills, with the ability to troubleshoot both technical and business issues
Excellent attention to detail and ability to diagnose issues efficiently
Strong communication skills and a customer-focused mindset
Self-motivated, coachable, and collaborative, with the ability to work effectively in a remote team
Nice to Have: Experience with tools, technologies, or platforms such as: REST APIs, SOAP, GraphQL Postman, Insomnia, JavaScript, Groovy, ETL processes (Extract, Transform, Load), Salesforce Service Cloud, HR and ATS systems (Workday, ADP, BambooHR, Greenhouse, Taleo, Oracle HCM), Exposure to HR or finance data integrations, Additional languages (French, Spanish, Arabic, or others)

Technical Support Specialist

Key skills