Technical Support Specialist

The Technical Support Specialist serves as the highest point of technical escalation and the strategic bridge between Technical Support and the Engineering organization.

Responsabilities:

• High-Level Technical Escalation: Serve as the final point of contact for complex technical issues before they reach Engineering. Own the "unsolvable" problems and drive them to resolution.

• Root Cause Analysis (RCA): Perform deep-dive investigations into recurring incidents to identify underlying software or infrastructure defects.

• Engineering Liaison: Partner with Product and Engineering teams to advocate for bug fixes and product improvements based on data-driven trends.

• Data Standards & Trend Analysis: Implement and maintain rigorous data tracking standards to provide global visibility into product health and support trends.

• Mentorship & Training: Lead the technical development of the L2 tier, creating documentation and training programs to increase team capacity and self-sufficiency.

• Backlog Optimization: Oversee the ticket lifecycle to ensure the backlog is healthy, prioritized, and contains actionable information for the development team.

Requirements:

• Technical Troubleshooting: Expertise in log analysis, system diagnostics, and replicating complex environments.

• Analytical Thinking: Ability to synthesize large amounts of data to identify patterns and systemic risks.

• Communication: Skilled at "translating" complex technical concepts between non-technical stakeholders and software engineers.

• Mentorship: Proven experience in coaching or training technical peers.

• Tools & Environment: Proficiency with ITSM tools (Jira, Zendesk, ServiceNow), SQL/database queries, and basic scripting (Python, Bash, or PowerShell) for automation.

• Experience: 3-6 years in a high-tier technical support or systems engineering role.

Preferred Qualifications:

• Experience working in a financial fintech or senior technical support environment.

• Familiarity with Agile methodologies

• Certification in ITIL or similar service management frameworks.

Benefits:

• 100% Company-funded health insurance for employees and immediate family members

• Life insurance

• Dental plan

• Phone finance, Headphone, home office equipment and wellness perks.

• Individual retirement plan 3%

• 20 days of vacations

• $2,000 USD annual Co-working Travel perk

• $2,000 USD annual Professional Development perk