Technical Support Specialist

In this role, you will provide technical support to international customers, helping them resolve issues involving software applications, hardware devices, networking, system integrations, and operational platforms.

You will investigate technical problems, identify root causes, provide effective solutions, and collaborate with senior technical support specialists, engineering, and development teams when further investigation is required.

We are looking for someone who enjoys solving complex problems, takes ownership of issues, communicates professionally, and is eager to continuously improve their technical expertise.

Responsibilities:

- Respond to customer reports, clarify symptoms, and assess urgency and impact.

- Troubleshoot application, device, Wi-Fi, DNS, server, and connectivity issues.

- Investigate data synchronization failures and API or webhook integrations.

- Review logs, timestamps, error messages, system behavior, and recent changes to narrow down causes.

- Assess payment and transaction issues, including reports of duplicate charges, before escalating.

- Investigate performance problems, service crashes, and high resource usage.

- Identify workarounds, document root causes, and follow issues through to resolution.

- Escalate reproducible, well-documented issues to L2 Engineering or Development when appropriate.

- Help prevent repeat incidents by improving support documentation, known-issue guidance, and customer communications.

- Explain technical issues in clear, customer-friendly language.

Requirements:

- Experience in technical support, help desk, application support, or a similar customer-facing technical role.

- A structured troubleshooting approach: gathering details, checking scope and impact, reviewing evidence, testing likely causes, and recording findings.

- Working knowledge of networking concepts such as DNS, Wi-Fi, TCP, and UDP.

- Familiarity with HTTP errors, APIs, webhooks, and integrations.

- Basic understanding of servers, logs, CPU usage, and service availability.

- Good written and verbal communication skills.

- Sound judgment about when to continue investigating, offer a workaround, or escalate.

- Careful handling of customer reports involving payments or other sensitive operational issues.

Nice to have:

- Supporting restaurant, retail, point-of-sale, or other business-critical applications.

- Using monitoring, ticketing, log-search, or remote-support tools.

- Writing troubleshooting guides or contributing to incident reviews.

- Working with engineering teams to reproduce and resolve customer issues.