Senior Technical Support (US Market)
About The Position
Ubeya is seeking a Senior Technical Support Specialist to be the technical backbone of their US customer support operation. This is a hands-on role focused on solving complex problems, conducting deep technical investigations, and improving the customer experience. The specialist will work directly with customers, troubleshoot advanced product and platform issues, analyze logs and system behavior, and collaborate with Product and R&D teams for resolutions. This role acts as the highest technical support escalation point before Engineering involvement. Additionally, the specialist will enhance the team's technical expertise, refine processes, and ensure efficient issue resolution. When escalation is necessary, they will provide Engineering with clear, actionable, and high-quality technical context.
Requirements
- Minimum 2 years of experience in Tier 2, Tier 3, Technical Support, or Product Support within a SaaS environment.
- Strong technical troubleshooting and problem-solving skills.
- Experience reading logs, investigating system behavior, and identifying root causes.
- Technical background with the ability to understand software architecture, integrations, APIs, and code-related concepts.
- Excellent written and verbal communication skills in English.
- Strong interpersonal skills and the ability to build trust with customers and colleagues.
- Self-motivated, proactive, and comfortable working independently.
- Ability to manage multiple priorities while maintaining a calm, positive, and customer-focused approach.
Nice To Haves
- Experience with Intercom and Linear
Responsibilities
- Provide advanced technical support for US-based customers during assigned shifts.
- Investigate and resolve complex product and technical issues.
- Analyze logs, system behavior, APIs, and platform workflows to identify root causes.
- Own customer issues from investigation through resolution.
- Communicate with customers via email, phone, and Zoom when needed.
- Collaborate closely with Product, R&D, Customer Success, and Operations teams.
- Reduce escalations by solving issues within the Support team whenever possible.
- Create high-quality technical escalations when Engineering involvement is required.
- Document solutions, share knowledge, and contribute to team best practices.
- Mentor and support other team members in their professional and technical growth.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
