Technical Support Specialist: SaaS & API Troubleshooting

Modjo

Paris

On-site

EUR 45,000 - 62,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Modjo is seeking a Customer Support Specialist to deliver fast, high-quality technical support and serve as the bridge between users and our product. You’ll own the full support lifecycle, ensuring customer satisfaction, product adoption, and scalable issue resolution.

You will work daily with the Engineering team on triage, bug reproduction, and clear context, helping prioritize fixes and improve reliability.

Qualifications

2+ years of experience in customer support, ideally in a SaaS or startup environment.
Experience with CRM/phone provider integrations or Salesforce/HubSpot architectures is a plus.
Strong technical mindset: comfortable with APIs, logs, integrations, debugging, and understanding systems.

Responsibilities

Own customer support end-to-end: handle requests across chat, email, and internal channels with speed, clarity, and precision.
Deliver accurate, actionable solutions tailored to each customer’s context.
Own the lifecycle of every request from first response to resolution, keeping stakeholders informed.
Lead technical investigation & issue triage: perform deep investigations on APIs, integrations, logs, and bugs.
Distinguish between issues solvable directly vs. those needing escalation.
Qualify, reproduce, and document issues to enable efficient handoff to engineering.
Act as a translator between customers and technical teams.
Build strong product expertise & feedback loops: understand product architecture and evolving features.
Educate customers on capabilities, limitations, and best practices.
Identify recurring issues and collaborate with Product & Engineering to improve experience.
Improve support processes, tools & knowledge base: maintain documentation, guides, and tutorials.
Propose and implement workflow improvements and automation.
Take ownership of new ideas to shape support at scale.
Monitor KPIs and optimize performance.
Produce reporting on requests, trends, and pain points.