Technical Support Specialist

United KingdomRemoteFull-timemid

Customer SupportTechnical Support Specialist

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Quick Summary

Requirements Summary

The ideal candidate combines practical technical support experience with strong analytical thinking, customer communication skills,

Technical Tools

Customer SupportTechnical Support Specialist

Join a fast-growing, AI-powered customer communications environment where technical expertise and customer experience go hand in hand. As a Technical Support Specialist, you will investigate complex issues across a communications platform spanning telephony, messaging, integrations, APIs, analytics, and AI-powered features. You will act as a second-level support resource, helping customers resolve challenging technical problems while collaborating with Product, Engineering, and external technology partners. Your work will involve hands-on debugging, live customer troubleshooting, and translating technical findings into clear, actionable guidance. You will also contribute to internal knowledge sharing, support team enablement, and continuous improvements in platform reliability. Working within a globally distributed, follow-the-sun support organization, you will gain exposure to a broad ecosystem of SaaS, CRM, automation, and telecommunications technologies.

As a Technical Support Specialist, you will own escalated technical investigations, deliver effective customer support, and collaborate across teams to resolve issues and improve the overall product experience.

Technical Troubleshooting: Investigate escalated issues involving platform integrations, APIs, telephony configuration, messaging functionality, analytics, and reporting.
CRM and Third-Party Integrations: Diagnose integration issues involving platforms such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.
API and Webhook Analysis: Examine webhook payloads, API responses, request logs, and authentication settings to identify and resolve technical problems.
Diagnostic Tools: Use Postman, browser developer tools, and HAR files to investigate platform behavior and reproduce reported issues.
Messaging Support: Troubleshoot SMS, MMS, and WhatsApp functionality, including integration and configuration problems.
AI Feature Support: Investigate issues affecting AI-powered features, including transcription, AI-generated call summaries, and AI Voice Agent behavior.
Platform Configuration: Help customers resolve call flow, phone number, permissions, and feature configuration issues.
Customer Communication: Lead live troubleshooting sessions when necessary, explain technical findings in accessible language, and maintain clear communication throughout investigations, especially for high-impact cases.
Cross-Functional Collaboration: Work with Product and Engineering teams to reproduce bugs and diagnose platform issues, coordinating with external CRM providers and telecommunications partners when required.
Internal Enablement: Train frontline support teams on troubleshooting methods and escalation best practices, and create and maintain internal documentation and knowledge base articles.
Continuous Improvement: Identify recurring issues, recommend improvements to support processes, and contribute to enhanced platform reliability.

Requirements

~1 min read

The ideal candidate combines practical technical support experience with strong analytical thinking, customer communication skills, and the ability to investigate complex issues across interconnected SaaS platforms.

Experience in a technical support role within a SaaS, telecommunications, or platform-based company.
Strong troubleshooting and analytical skills, with the ability to investigate complex technical problems methodically.
Hands-on experience working with APIs and webhooks.
Familiarity with Postman or comparable API testing tools.
Experience investigating browser behavior using developer tools or HAR files.
Excellent written and verbal communication skills in English.
Ability to explain technical concepts and complex issues clearly to non-technical customers and internal stakeholders.
Strong organizational skills, including the ability to manage multiple investigations simultaneously and prioritize effectively.
A customer-focused mindset, with a proactive approach to problem-solving and issue resolution.

Experience troubleshooting CRM integrations, particularly Salesforce, HubSpot, or Zendesk.
Familiarity with observability tools such as Datadog.
Familiarity with analytics platforms such as Looker.
Experience supporting AI-powered SaaS products, including transcription tools and AI assistants.
Experience with messaging technologies such as SMS, MMS, and WhatsApp.
Familiarity with Atlassian tools such as Jira and Confluence.
Experience working in a remote or globally distributed team.