Technical Support Specialist

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

📋 Description

• Deliver frontline technical assistance through email, web forms, Slack, and various customer communication platforms.

• Address issues related to account access, setup, identity, billing, plans, DNS, SSL, custom domains, builds, deployments, redirects, site configuration, netlify.toml or similar configurations, form submissions, and self-service plan modifications.

• Analyze technical problems using logs, documentation, troubleshooting tools, and available resources.

• Interpret build logs, error messages, and basic technical configurations.

• Leverage AI-assisted triage and automation tools to enhance ticket classification, routing, diagnostics, and resolution workflows.

• Escalate intricate issues to senior technical teams with comprehensive context.

• Document troubleshooting procedures, findings, error specifics, customer environments, and escalation details.

• Identify recurring customer challenges and suggest enhancements to documentation, workflows, and product experiences.

• Create and maintain internal support documentation, troubleshooting manuals, and operational playbooks.

• Contribute to support operations across security, IT, compliance, and customer experience domains.

• Engage in global support coverage and collaborate across various regions and time zones.

• Handle a potentially high volume of support requests while ensuring high-quality customer communication.

• Continuously enhance support processes, self-service resources, and customer-facing experiences.

⛳️ Requirements

• Over 1 year of experience in a customer-facing position, ideally within SaaS, developer tools, technology, or a technical setting.

• Exceptional written communication skills.

• Basic understanding of HTML, CSS, and JavaScript.

• Familiarity with Git workflows, including branching, commits, pull requests, and fundamental version-control concepts.

• Ability to read and comprehend build logs, error messages, and deployment issues.

• Solid understanding of DNS concepts and record types, including A, CNAME, TXT, and MX records.

• Exposure to at least one modern web framework such as React, Next.js, Astro, Vue, Nuxt, or SvelteKit.

• Genuine enthusiasm for modern web technologies and developer platforms.

• Strong troubleshooting and problem-solving skills.

• Excellent attention to detail while managing multiple support requests and competing priorities.

• Strong documentation practices and ability to accurately capture technical information.

• Comfort in utilizing AI-assisted tools to aid in investigation, triage, and workflow enhancement.

• Open to coaching, receptive to feedback, and dedicated to continuous learning.

• Ability to recognize limitations, escalate when necessary, and provide adequate technical context for efficient resolution.

• Familiarity with ticketing or customer-support systems is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Flexible work environment with remote working options.

• Comprehensive health and wellness benefits.

• Engaging team culture with regular team-building activities.