Technical Support Specialist

Red Oak Technologies is a leading provider of comprehensive resourcing solutions across a variety of industries and sectors including IT, Marketing, Finance, Business Operations, Manufacturing and Engineering.

Our client is an analytics softwarecompany. They are looking for a Technical Support Specialistto join their team. This role is a Contract position. Position will be REMOTE. Candidate must be residing within India in order to be considered for this role.

**Remote**

**Supporting customers in APAC, EU, and North America**

Typical Work Schedule:

Monday through Friday from 10AM IST / 11AM IST to 3PM IST / 4PM IST and then logging back on at 10:30PM IST to 1:30AM IST

Position Summary:

As a Technical Support Specialist, you will provide a great experience to our customers through our extensive product knowledge of the company. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for the company customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as a company customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.

Position Duties:

• Answer and/or escalate all support tickets via Zendesk ticketing system
• Drive resolution by digging in and escalating challenging tickets
• Ensure that all tickets meet our service level agreements
• Work closely with internal account team stakeholders to drive data trust in key accounts
• Provide customers a great experience using company products and working with our team
• Create and update non-technical and technical documentation as the product evolves
• Report to the company any common themes or questions that arise and driving change
• Develop and improve support processes by partnering with global team members

Position Requirements:

• Experience with products such as Statsig, Posthog, LaunchDarkly, Eppo, Optimizely, or any products focused on metrics, testing, A/B testing, enterprise feature flagging, or analytics.
• Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate
• Experience with using SDKs and APIs
• The ability to present yourself with professionalism, friendliness, and a willingness to assist
• Ability to learn and explain a technical product or concept
• Natural curiosity and are a problem solver
• Passion about analytics and the problems they solve
• Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Jira

Red Oak Technologies is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. See what it's like to be at the top; connect with one of our recruiters and apply today.

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