Support Specialist (Tier 1.5 Technical Support)

About the Role

We are hiring Technical Support Specialists to support a fast-growing global SaaS platform in the eCommerce space. This role focuses on resolving customer issues through strong communication, structured troubleshooting, and critical thinking.

This is a Tier 1.5 support role, combining customer-facing support with light technical investigation. You will work closely with customers to diagnose issues, interpret system behavior, and provide clear, effective solutions.

What You’ll Do

• Provide technical support via chat and ticketing systems
• Troubleshoot customer issues by gathering information, replicating problems, and identifying root causes
• Interpret API responses (e.g., status codes, errors) to assist in debugging
• Read and understand JSON data structures to support issue analysis
• Communicate technical issues clearly to non-technical users
• Collaborate with internal teams (Product, Engineering) when escalation is needed
• Contribute to documentation and process improvements

What We’re Looking For

• 2–4 years of experience in technical support (SaaS, eCommerce, or similar environments)
• Experience troubleshooting technical issues, not just handling basic customer inquiries
• Strong written and verbal English communication skills
• Strong problem-solving and critical thinking ability
• Experience using ticketing/helpdesk tools (Zendesk, Freshdesk, ServiceNow, etc.)

Technical Expectations

• Basic understanding of APIs (e.g., status codes like 200, 401, 404)
• Ability to read and interpret JSON structures
• Comfortable working in a technical environment and learning new tools

Nice to Have

• Experience with API tools (Postman, Insomnia)
• Familiarity with webhooks or integrations
• Experience supporting eCommerce platforms (e.g., Shopify)
• Basic understanding of code (Python, JavaScript)

What Success Looks Like

• You can troubleshoot issues beyond scripts and identify root causes
• You communicate clearly and confidently with customers
• You are proactive, curious, and comfortable working with technical concepts
• You balance customer experience with technical accuracy

Why Join Us

• Work with a global SaaS company supporting thousands of eCommerce businesses
• Exposure to modern tools, APIs, and system integrations
• Opportunity to grow into more technical or advanced support roles over time

Job Type: Full-time

Pay: $20,000.00 - $25,000.00 per month

Work Location: Remote