Technical Customer Support Specialist

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

📋 Description

• Take ownership of and resolve Level 2 and Level 3 technical support issues escalated from the Customer Support team.

• Troubleshoot a range of technical issues such as API errors, data synchronization failures, authentication and access problems, and platform configuration challenges.

• Analyze logs and system behavior to pinpoint root causes and efficiently address customer concerns.

• Conduct technical investigations and debugging using internal tools along with limited database access.

• Reproduce product issues and clearly document troubleshooting steps before escalating legitimate product defects to the Engineering team.

• Collaborate closely with Customer Support to ensure a smooth transition and resolution of escalated cases.

• Clearly communicate technical findings to both customers and internal stakeholders.

• Maintain comprehensive documentation within the ticketing system, including investigation findings, root causes, and solutions.

• Contribute to internal runbooks, troubleshooting guides, and knowledge base articles to enhance support efficiency.

• Identify recurring technical issues and work with Product and Engineering to suggest long-term improvements.

• Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

⛳️ Requirements

• A minimum of 2 years of experience in Technical Support, Application Support, Technical Customer Support, or a similar role within a SaaS environment.

• Current experience providing support to B2B SaaS customers.

• Strong troubleshooting and analytical abilities with the capacity to independently investigate technical issues.

• Hands-on experience in diagnosing API issues, authentication challenges, data synchronization failures, and platform configuration issues.

• Proficient in reading logs, identifying root causes, and engaging with technical systems without needing direct engineering assistance.

• Experience using ticketing and collaboration tools such as Intercom, Jira, CRM platforms, or equivalent support systems.

• Fluent in both Arabic and English, possessing excellent written and verbal communication skills.

• Capable of clearly explaining technical concepts to both technical and non-technical audiences.

• Highly organized, detail-oriented, and adept at managing multiple technical investigations at once.

• Bachelor's degree or equivalent qualification.

• Nice to Have:

• Experience supporting enterprise or government clients.

• Exposure to databases, SQL, APIs, or cloud-based SaaS platforms.

• Familiarity with customer engagement, social listening, or customer experience platforms.

• Experience in creating technical documentation, runbooks, or knowledge base articles.

• Previous experience collaborating closely with Engineering or Product teams.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career growth.

• Flexible work schedule and remote work options.

• Engaging work environment with a focus on collaboration and innovation.