Support Operations Specialist

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

📋 Description

• Take ownership of and resolve moderate to complex customer issues, including performance problems, data corruption, and advanced API/integration failures.

• Offer informal guidance, conduct ticket reviews, and facilitate shadow sessions for junior staff members.

• Identify and assist in the implementation of support process enhancements, such as new macros, streamlined escalation pathways, and improved reporting.

• Work directly with Engineering, Product, and Customer Success teams on bug prioritization and strategies for customer communication regarding escalated issues.

• Lead technical troubleshooting during high-priority incident calls with customers.

• Serve as the initial point of technical escalation for Intern and Associate engineers, resolving complex problems independently without the need to engage Engineering.

• Function with minimal supervision and occasionally serve as an escalation point.

⛳️ Requirements

• 2-4+ years of experience in technical support, demonstrating a solid track record in managing complex issues.

• Advanced knowledge of the product's technical stack, including expertise in advanced SQL optimization, light scripting, and in-depth API debugging.

• Proven experience in managing customer escalations and effectively de-escalating tense situations.

• Experience in mentoring or informally training junior team members.

• Strong project management abilities coupled with the capacity to lead initiatives.

🏝️ Benefits

• Competitive salary.

• Company stock options.

• Comprehensive medical coverage.

• Group Medical Insurance.

• Term Insurance.

• Accidental Insurance.

• Paid time off.

• Maternity leave.

• Unlimited access to online professional courses for both professional and personal development.

• People manager development programs.

• Flexible working environment.

• Fully-stocked kitchen with snacks and beverages when working from the office.