Tier 2 SaaS Tech Support Specialist

City Hive Inc.; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

City Hive Inc., one of the fastest-growing SaaS companies, is looking for an experienced Technical Support Specialist to join our Tier 2 support team in NYC. The successful candidate will resolve complex technical issues while ensuring exceptional customer service.

With a strong focus on troubleshooting and problem-solving, the ideal candidate will leverage their knowledge of e-commerce platforms, APIs, and customer support tools. This is a full-time role offering opportunities to collaborate with various teams and enhance client satisfaction.

Qualifications

• 3+ years of technical support experience, preferably in SaaS or e-commerce.
• Strong troubleshooting skills for complex technical issues.
• Proficiency with AI tools to enhance productivity.

Responsibilities

• Serve as the technical escalation point for complex platform issues.
• Perform in-depth technical analysis to identify root causes.
• Develop and implement technical solutions for API-related issues.

Skills

Technical support experience

Troubleshooting skills

Knowledge of RESTful APIs

Proficiency with SQL

Familiarity with e-commerce integration

Use of technical diagnostic tools

Proficiency with AI tools

Tools

Zendesk

Jira

Job description

City Hive Inc., one of the fastest-growing SaaS companies, is looking for an experienced Technical Support Specialist to join our Tier 2 support team in NYC. The successful candidate will resolve complex technical issues while ensuring exceptional customer service.

With a strong focus on troubleshooting and problem-solving, the ideal candidate will leverage their knowledge of e-commerce platforms, APIs, and customer support tools. This is a full-time role offering opportunities to collaborate with various teams and enhance client satisfaction.