Technical Support Specialist

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Experience: 1+ yrs

Location: India, Remote (India)

Job Type: Full-time

We are looking for a proactive and technically curious Technical Customer Support Specialist to provide high-quality support to customers using a modern SaaS and web technology platform. The role combines customer service, technical troubleshooting, issue investigation, and knowledge management.

The ideal candidate will be comfortable supporting customers through written channels, understanding common web technologies, diagnosing technical issues, and knowing when and how to escalate more complex problems. Strong communication, attention to detail, and a genuine interest in the modern web are essential.

Requirements

Key Responsibilities

• Provide frontline technical support through email, web forms, Slack, and other customer communication channels.
• Resolve customer issues related to:
• Account access, setup, and identity
• Billing and plan-related queries
• DNS, SSL, and custom domain configuration
• Basic build and deployment issues
• Redirects and site configuration
• netlify.toml or similar configuration issues
• Form submissions and related functionality
• Self-service plan changes
• Diagnose technical issues independently using logs, documentation, troubleshooting tools, and available resources.
• Read and interpret build logs, error messages, and basic technical configurations to identify potential causes.
• Use AI-assisted triage and automation tools responsibly to improve ticket classification, routing, diagnostics, and resolution workflows.
• Identify issues that require escalation and provide complete context to senior technical teams.
• Document troubleshooting steps, findings, error details, customer environments, and escalation information clearly.
• Identify recurring customer issues and trends and recommend improvements to documentation, workflows, and product experiences.
• Create and maintain internal support documentation, troubleshooting guides, and operational playbooks.
• Contribute to support operations across areas such as security, IT, compliance, and customer experience.
• Participate in global support coverage and collaborate with team members across different regions and time zones.
• Maintain a high standard of customer communication while managing a potentially high volume of support requests.
• Continuously improve support processes, self-service resources, and customer-facing experiences.

What Makes You a Great Fit

• 1+ years of experience in a customer-facing role, preferably within SaaS, developer tools, technology, or a technical environment.
• Excellent written communication skills with the ability to communicate clearly, concisely, empathetically, and professionally.
• Foundational understanding of HTML, CSS, and JavaScript.
• Familiarity with Git workflows, including branching, commits, pull requests, and basic version-control concepts.
• Ability to read and understand build logs, error messages, and deployment issues.
• Good understanding of DNS concepts and record types, including A, CNAME, TXT, and MX records.
• Exposure to at least one modern web framework such as React, Next.js, Astro, Vue, Nuxt, or SvelteKit.
• Genuine interest in modern web technologies and developer platforms.
• Strong troubleshooting and problem-solving instincts with a willingness to investigate issues independently.
• Excellent attention to detail while handling multiple support requests and competing priorities.
• Strong documentation habits and ability to capture technical information accurately.
• Comfortable using AI-assisted tools to support investigation, triage, and workflow improvement.
• Coachable, open to feedback, and committed to continuous learning.
• Ability to recognise limitations, escalate appropriately, and provide sufficient technical context for efficient resolution.
• Curiosity, ownership, patience, and a customer-first approach.
• Familiarity with ticketing or customer-support systems is an advantage.