Senior Support Specialist

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

📋 Description

• Overseeing and addressing user inquiries across all supported platforms (Discord, Email, Zendesk, Reddit).

• Acting as a point of escalation for community/customer experience during high-touch escalations and platform incidents.

• Assessing customer/community impact and advising decisions alongside Product Managers, engineers, and other stakeholders with user interests at heart.

• Administering the ticketed query system and ensuring that the database of queries and resolutions is consistently updated.

• Identifying the root causes of application errors and escalating significant issues to the higher tier support team.

• Contributing to the ongoing enhancement of team tools and processes by analyzing software application functionality and recommending improvements.

⛳️ Requirements

• At least 3 years of relevant experience in incident management, technical support, and System Administration.

• Proficient in various UNIX/Linux commands and functionalities.

• Experience in supporting a highly automated and dynamic cloud environment.

• Proven experience with end-to-end platform incident management using Zendesk or a similar platform.

• Outstanding communication skills - capable of effectively interacting across multiple departments and stakeholders.

• Adaptable and flexible to accommodate the changing demands of a high-growth, fast-paced organization.

• A strong curiosity to investigate issues to their root cause and a willingness to actively engage in resolving the unknown.

• Driven by our mission to create a seamless support experience for our global community.

🏝️ Benefits

• Fully remote work environment.

• Individual Contractor status - receive payments in net amounts monthly.

• Join an organization dedicated to making impactful technologies freely accessible to everyone worldwide!