Technical Support Specialist, Software (12-months contract)

Our client is a leading global technology company seeking a Technical Solutions Expert to provide high-touch operational and technical support to key partners. The role focuses on investigating and resolving complex, time-sensitive issues, managing escalations, and working closely with cross-functional teams to ensure a seamless partner experience.

Contract Duration: 12 months

Responsibilities

• Provide high-touch operational and technical support for complex partner-related issues across digital platforms and products.
• Investigate, troubleshoot and resolve issues through structured root cause analysis, ensuring timely and effective outcomes.
• Manage sensitive, high-priority and time-critical cases, including account access, security incidents, advertising issues and account management requests.
• Assess issue severity, manage escalations and coordinate with relevant internal teams to drive resolution.
• Collaborate with cross-functional stakeholders across Partnerships, Engineering, Product and Global Operations.
• Support operational improvement initiatives through documentation, process enhancements, knowledge sharing and internal coordination.
• Manage multiple cases independently while maintaining high-quality support and service standards.

Requirements

• At least 3 years of experience in operations, technical support, customer support or partner/account management.
• Proven experience handling complex issues in a high-touch B2B or B2B2C support environment.
• Strong troubleshooting, triaging and problem-solving skills, with the ability to identify root causes even when issues are unclear or lack established processes.
• Experience supporting digital platforms, software applications, cloud products or technology services.
• Ability to manage sensitive and high-pressure situations while working within tight timelines.
• Strong analytical skills, attention to detail and sound judgement in handling escalations.
• Proficiency in Excel and data tools.

Good to have

• Experience in Level 2 IT helpdesk, technical product support or customer service within technology companies.

Skills

Account Management, Partner Solutions, Analytical Skills, Process Improvement, Escalation Management, B2B Software, Develop New Processes, Digital Content Platforms, Knowledge Sharing, Work Under Pressure, Escalation Process, Excel Training, Collaboration With Stakeholders, Case Management, Decision Making, Technology Services