Technical Customer Support Specialist

This is a fully remote position, open to applicants in Singapore, +8 more countries.

📋 Description

• Manage incoming customer support requests through the customer support platform.

• Ensure the first response to every ticket is sent within the agreed response timeframe.

• Collect client details, environment specifics, affected-user information, reproduction steps, screenshots, browser and device details, and session information.

• Resolve common issues by utilizing the knowledge base.

• Assist clients with access, configuration, and platform inquiries.

• Troubleshoot issues related to SSO, SAML, user provisioning, roles, permissions, browser connectivity, firewall settings, latency, LMS, and SCORM.

• Escalate code, infrastructure, and complex technical issues to the Support Engineer, Engineering, or Product teams.

• Document Engineering and Product issues in Jira with concise summaries, priorities, and troubleshooting details.

• Establish and maintain ticket routing rules, priorities, and tags.

• Ensure synchronization between support tickets and Jira statuses.

• Monitor escalations, follow up with responsible parties, and verify fixes with clients.

• Provide updates on response times and manage client communications during incidents.

• Share root-cause analyses with clients when available.

• Participate in client calls for escalations, incident debriefs, and support reviews.

• Report weekly on ticket volume, response times, issue categories, and recurring problems.

• Develop and maintain the client and internal knowledge base as well as the help center.

• Create AI-driven responses and enhance support processes and documentation.

⛳️ Requirements

• 2–4 years of experience in customer support or technical support within a B2B SaaS company, preferably supporting enterprise clients.

• Proficient understanding of SSO and SAML, user provisioning, roles and permissions, and troubleshooting sign-in issues.

• Comfortable with browser, permission, and network fundamentals, including firewalls and network whitelisting.

• Excellent written communication skills for client-facing updates and incident notifications.

• Organized approach to collecting troubleshooting information.

• Familiarity with Jira and a customer support or helpdesk tool.

• Strong sense of ownership and follow-through, including pursuing updates, keeping clients informed, and confirming fixes prior to ticket closure.

• Willingness to collaborate directly with clients’ IT teams and participate in client calls as necessary.

• Experience with Gleap or a similar in-app support and help center tool is advantageous.

• Knowledge of WebRTC, real-time audio, or speech-to-text systems is a plus.

• Understanding of LMS or SCORM integrations is a plus.

• Experience supporting enterprise clients in banking, financial services, or insurance is a plus.

• Experience with LLM or AI products in production is a plus.

• Experience in building a knowledge base or leading or mentoring a support team is a plus.

🏝️ Benefits

• Fully remote work opportunity.

• Full-time employment status.

• Potential for advancement into a leadership role.

• Opportunity to shape the customer support function at Hupo.

• Chance to establish processes, documentation, a knowledge base, a help center, and AI-driven responses.