Product Technical Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver exceptional, real-time technical support to customers through phone, email, and chat, while managing multiple issues concurrently.

• Facilitate technical troubleshooting sessions with customer IT teams, identifying and resolving intricate issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems.

• Leverage Zendesk to oversee, prioritize, and document customer support tickets from the initial inquiry to resolution.

• Examine application and server logs to detect bugs, performance issues, and underlying causes of failures.

• Collaborate closely with Engineering teams to escalate and resolve complex technical challenges, representing the customer's interests.

• Take part in a rotating on-call schedule to offer after-hours and weekend support for critical incidents that impact services.

• Create and uphold internal and customer-facing support documentation, such as knowledge base articles and troubleshooting guides.

• Actively seek out opportunities for product enhancements and process improvements to lower support ticket volumes and enhance the customer experience.

• Guide junior team members on best practices for ticket management and technical diagnosis.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.

• Over 4 years of experience in a technical support capacity for an Enterprise SaaS product.

• Strong hands-on experience with Zendesk for ticketing and customer support management.

• In-depth understanding of networking principles, including TCP/IP, DNS, VPNs, firewalls, and protocols such as SFTP and HTTPS.

• Proven experience with cloud environments, particularly Amazon Web Services (AWS) (e.g., EC2, S3, VPC).

• Familiarity with troubleshooting VoIP/telephony systems and awareness of common issues.

• Outstanding critical thinking and problem-solving skills with a strong desire to tackle challenging technical problems.

• Excellent written and verbal communication skills, capable of articulating technical concepts to both technical and non-technical audiences.

• Proven ability to work independently, manage high-priority tasks, and perform effectively under pressure.

• Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark).

• Capability to stay organized and detail-oriented while handling a high volume of support interactions.

• Must be willing and available to participate in a rotating on-call schedule.

🏝️ Benefits

• Competitive salary and benefits package, including healthcare, 401(k), and opportunities for professional development.