Technical Support Specialist

Jobtailor; Deutschland; Remote; EUR 42.000 - 65.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a technically skilled Support Specialist to handle complex SaaS issues, focusing on QuickBooks Online integrations. You will diagnose through logs, replicate issues in sandbox environments, and escalate with precise reproduction steps.

You will collaborate with engineering, manage multi-step investigations, and contribute to Help Center content, leveraging Intercom for customer communication.

Qualifikationen

• At least 2 years in technical support, tier-2, or SaaS troubleshooting.
• Proven experience with QuickBooks Online.
• Strong debugging and log/data analysis skills.
• Excellent written communication for investigations and escalations.
• Experience handling long-running technical cases.
• Familiarity with Intercom and other customer platforms.
• Ability to learn complex systems quickly.

Aufgaben

• Handle customer support inquiries, including advanced technical issues requiring deeper analysis.
• Review logs, metadata, and internal dashboards to diagnose complex problems.
• Replicate customer-reported issues in sandbox environments.
• Troubleshoot integrations, with emphasis on QuickBooks Online sync behavior.
• Assess whether issues are bugs, user errors, or workflow misunderstandings.
• Create clear escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses.
• Manage multi-step investigations with timely customer follow-up.
• Collaborate with engineering during escalations to provide context and findings.
• Surface patterns to Product and Engineering.
• Produce detailed Help Center content focused on troubleshooting and integrations.

Kenntnisse

SaaS troubleshooting

Technical support

Debugging

Log analysis

Intercom

Escalation tickets

Replication

Collaboration

Complex systems

Written comms

Tools

Intercom

Sandbox environments

Jobbeschreibung

• Handle customer support inquiries, including advanced technical issues requiring deeper analysis
• Review logs, metadata, and internal dashboards to diagnose complex problems
• Replicate customer-reported issues in sandbox environments
• Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior
• Assess whether issues represent bugs, user errors, or workflow misunderstandings
• Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses
• Manage multi-step investigations, ensuring timely follow-up with customers
• Collaborate with engineering during escalations to provide context and added technical findings
• Surface patterns and recurring issues to Product and Engineering
• Produce detailed Help Center content focused on technical troubleshooting and integrations

Requirements

• 2+ years technical support, tier-2 support, or SaaS troubleshooting experience
• Required: Experience with QuickBooks Online
• Strong debugging skills and comfort working with logs, data, and test environments
• Excellent written communication for investigations and engineering escalations
• Experience handling long-running technical cases
• General understanding of construction industry financial processes (or aptitude for quick learning)
• Familiarity with customer communication platforms like Intercom
• Demonstrated ability to learn complex systems and processes quickly

Core Competencies

Demonstrates expertise in technical support and troubleshooting, particularly with QuickBooks Online, while effectively communicating complex issues and solutions to both customers and engineering teams.

Highest-signal resume keywords

• QuickBooks Online Experience
• Technical Support Experience
• Debugging Skills
• Written Communication Skills
• Customer Communication Platforms Familiarity

Hard Skills

• Technical Support
• SaaS Troubleshooting
• Debugging
• Log Analysis
• Issue Replication
• Integration Troubleshooting
• Escalation Ticket Creation
• Multi-Step Investigation Management
• Help Center Content Production
• Complex Systems Learning

Soft Skills

• Customer Follow-Up
• Collaboration

Industry Keywords

• Construction Industry Financial Processes

Tools & Technologies

• Intercom
• Sandbox Environments