Job Overview

Job Description

• Handle escalated support tickets from Tier 1 related to complex product, system, or
• integration issue
• Diagnose, troubleshoot, and resolve technical issues involving APIs, data integrations, and system workflows Collaborate with Tier 3 (Engineering, Product, and DevOps teams) to address bugs, product limitations, or deep technical issues
• Document solutions, create internal knowledge base articles, and contribute to improving support processes
• Analyze recurring issues and propose process or product improvements.
• Assist in onboarding and training Tier 1 reps on common escalation patterns and technical workflows
• Maintain clear communication with customers during the troubleshooting and resolution process
• Participate in weekly reviews of escalated cases and contribute to continuous improvement of the support pipeline

Job Specifications

• Bachelors Degree
• 2–4 years of experience in a Tier 2 or Technical Support role, preferably in a SaaS or technology-driven environment
• Proven experience managing customer escalations and resolving complex issues
• Strong understanding of APIs (REST, JSON, webhooks) and experience with API testing tools (e.g., Postman)
• Familiarity with backend systems, system logs, and general troubleshooting methodologies
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Ability to work independently while collaborating across cross-functional teams
• Basic understanding of scripting or coding (JavaScript, Python, or similar)
• Experience with CRM and support ticketing systems (e.g., Salesforce, Jira, Confluence)
• Exposure to tools like Git, SQL, or cloud platforms (AWS, GCP) is a plus
• Prior experience in support for platforms with integration or automation workflows

Perks & Benefits