Customer Support Specialist

Speria; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Job summary

Speria is seeking a customer-focused Support Analyst to join our Global Support team in Atlanta. You will help enterprise software customers resolve technical issues, communicate throughout the support process, and maximize product value.

This role suits someone who enjoys solving problems and taking ownership of the customer experience. You will build expertise across products, work with cross-functional teams, and contribute to knowledge bases while supporting post-go-live stabilization.

Qualifications

• Experience supporting customers in a B2B software, SaaS, enterprise application, or similarly technical environment.
• Experience working with support tickets and a ticketing platform.
• Working knowledge of SQL, including the ability to read and understand queries or data logic.
• Strong written and spoken English communication skills.
• Strong troubleshooting, problem-solving, documentation, and customer communication skills.
• A high level of ownership, curiosity, follow-through, and comfort collaborating across teams.

Responsibilities

• Provide Level 1 and Level 2 support, including diagnosis, resolution, escalation, and customer communication.
• Investigate application, configuration, data, and software issues using a structured troubleshooting approach.
• Read and interpret SQL to support investigation of data-related problems.
• Document support activity, troubleshooting steps, decisions, and resolutions in the designated support system.
• Communicate clear status updates, next steps, and expected resolution timelines to customers.
• Partner with Development, Projects, and other technical teams to investigate defects and complex issues.
• Support customers during post-go-live hypercare and help stabilize new implementations.
• Create and improve knowledge articles, troubleshooting guides, support documentation, and standard processes.
• Identify recurring issues and contribute to product, process, and application-reliability improvements.
• Develop deeper expertise in the products and modules used by assigned customers.
• Share knowledge with teammates and provide training or guidance when appropriate.

Skills

B2B software support

SQL

Ticketing systems

English communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Zendesk

Azure DevOps

Microsoft 365

Job description

About the Opportunity

Speria is looking for a customer-focused Support Analyst to join our Global Support team in Atlanta. You will help enterprise software customers resolve technical issues, keep them informed throughout the support process, and get the most value from the products they rely on. This role is well suited to someone who enjoys solving problems, learning how complex systems work, and taking ownership of the customer experience.

Speria provides enterprise solutions that support live animal protein production. Our products help customers use real-time information to improve operational insight and responsible production across the supply chain.

What You Will Do

• Provide Level 1 and Level 2 support, including diagnosis, resolution, escalation, and customer communication.

• Investigate application, configuration, data, and software issues using a structured troubleshooting approach.

• Read and interpret SQL to support investigation of data-related problems.

• Document support activity, troubleshooting steps, decisions, and resolutions in the designated support system.

• Communicate clear status updates, next steps, and expected resolution timelines to customers.

• Partner with Development, Projects, and other technical teams to investigate defects and complex issues.

• Support customers during post-go-live hypercare and help stabilize new implementations.

• Create and improve knowledge articles, troubleshooting guides, support documentation, and standard processes.

• Identify recurring issues and contribute to product, process, and application-reliability improvements.

• Develop deeper expertise in the products and modules used by assigned customers.

• Share knowledge with teammates and provide training or guidance when appropriate.

What You Bring

• Experience supporting customers in a B2B software, SaaS, enterprise application, or similarly technical environment.

• Experience working with support tickets and a ticketing platform.

• Working knowledge of SQL, including the ability to read and understand queries or data logic.

• Strong written and spoken English communication skills.

• Strong troubleshooting, problem-solving, documentation, and customer communication skills.

• A high level of ownership, curiosity, follow-through, and comfort collaborating across teams.

Helpful, but Not Required

• Zendesk experience.

• Azure DevOps or another issue and defect tracking system.

• Experience supporting configurable or customized enterprise applications.

• Knowledge-base creation, post-go-live support, root-cause analysis, or module-specialist experience.

• Bachelor's degree in a related field or equivalent practical experience.

• Windows and Microsoft 365 familiarity.

EEO Statement

Integrated into our shared values is Speria MTech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Speria MTech is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Speria MTech has an ongoing responsibility to respect and support a globally diverse environment.