Technical Support Specialist: B2B SaaS (Tier 1/2)

GNV Talent Link; United States; Remoto; USD 50.000 - 85.000; Tempo pieno

Descrizione del lavoro

GNV Talent Link is seeking a Technical Support Specialist for B2B SaaS to be the first technical contact for business customers. You will resolve login, setup, integration and bug issues, and explain fixes clearly to non-technical users.

Responsibilities include handling tickets, reproducing issues, testing API calls, creating bug reports, and contributing to help-centre content. You will escalate complex cases and share trends with product teams.

Competenze

• 2+ years in technical support, ideally for a B2B SaaS product.
• Familiarity with Postman, Jira and Zendesk.
• Ability to learn a complex product and keep up with frequent releases.
• Own computer, headset and reliable internet.

Mansioni

• Handle tickets, chats and calls in Zendesk within SLA.
• Reproduce issues and gather screenshots, logs and HAR files.
• Test API calls in Postman and run basic SQL checks to validate reported issues.
• File clear bug reports in Jira and track them to resolution.
• Write and update help-centre articles and macros.
• Escalate complex cases to Tier 2 or engineering and share trends with product.

Conoscenze

Troubleshooting

Communication

Learning agility

Strumenti

Zendesk

Postman

Jira

Descrizione del lavoro

Technical Support Specialist: B2B SaaS (Tier 1/2)

Open to candidates in South Africa, Egypt, Kenya, Nigeria, Ghana, Philippines

Our client is looking for a Technical Support Specialist who will be the first technical contact for business customers using our software, solving login, setup, integration and bug issues and escalating real defects with everything engineers need. You will explain fixes clearly to non-technical users.

Key Responsibilities

• Handle tickets, chats and calls in Zendesk within SLA
• Reproduce issues and gather screenshots, logs and HAR files
• Test API calls in Postman and run basic SQL checks to validate reported issues
• File clear bug reports in Jira and track them to resolution
• Write and update help-centre articles and macros
• Escalate complex cases to Tier 2 or engineering and share trends with product

Requirements

• 2+ years in technical support, ideally for a B2B SaaS product
  
• Familiarity with Postman, Jira and Zendesk
  
• Ability to learn a complex product and keep up with frequent releases
  
• Own computer, headset and reliable internet