Provide first-line technical support via chat, ticketing systems, calls, and screen sharing
Troubleshoot, diagnose, and resolve technical issues in a timely manner
Manage a high volume of support tickets, ensuring SLA compliance
Reproduce and analyze issues reported by customers
Escalate complex issues to engineering teams with clear documentation
Guide customers through product features and troubleshooting steps
Maintain accurate documentation of support interactions and resolutions
Continuously learn and stay updated on product features and technical updates

3–4 years of experience in Technical Support or IT Support roles
Strong experience supporting SaaS or cloud-based platforms (AWS, GCP, or similar)
Hands-on experience with ticketing tools such as Zendesk, Jira, or similar
Experience working with third-party integrations (CRMs, external systems, APIs)
Excellent written and spoken English (C1 level required)
Strong problem-solving and troubleshooting skills
Ability to manage multiple tasks in a fast-paced environment
Experience working in distributed or remote teams
Nice to Have:
Experience supporting AI, NLP, or Machine Learning-based platforms
Previous experience working with US-based companies
Familiarity with customer support best practices and SLAs
Experience in startup environments

Technical Support Agent

Key skills