Technical Support Specialist

A company is looking for a Technical Support Specialist who will handle escalated customer and member issues requiring advanced troubleshooting and coordination with development teams.

Key Responsibilities

Manage escalations beyond Tier 1 / 2 scope, including complex bugs and high-impact customer issues

Document and validate reported issues with clear steps and system data before escalating to R&D

Track open escalations and communicate updates to support agents in a timely manner

Required Qualifications

3+ years in technical support, escalation engineering, or application troubleshooting

Experience with Jira Service Management and Salesforce or similar CRM / ITSM tools

Familiarity with at least one programming language (e.g., Node)

Proven ability to troubleshoot complex issues and analyze logs

Experience with logging tools (e.g., Coralogix)