Software Support

abra•Wheaton, IL

About The Position

We are looking for a highly motivated International Technical Support Specialist to provide top-tier support to customers worldwide via email, Zendesk ticketing system, and phone calls. In this role, you will handle complex technical issues, analyze logs, and develop a deep understanding of SaaS workflows. The position requires strong analytical skills to perform Root Cause Analysis (RCA), deliver creative solutions, and clearly communicate technical explanations in English — including guiding users in cases of incorrect usage.

Requirements

Full professional proficiency in English (written and spoken) – mandatory
Familiarity with bug tracking systems such as Azure DevOps or similar
Experience reading logs and understanding common protocols (HTTP, APIs, JSON)
Familiarity with SaaS systems and integration processes
Strong customer service mindset, patience, and the ability to explain technical concepts to non-technical users

Nice To Haves

Previous experience in Technical Support / NOC / Helpdesk – advantage
Experience working with Zendesk – strong advantage

Responsibilities

Manage support tickets using Zendesk, ensuring full documentation and adherence to SLA (Service Level Agreement).
Analyze log files and use tools such as Elasticsearch, Kibana, or similar platforms to identify and resolve issues.
Diagnose whether issues stem from system bugs or user errors, including proper documentation in bug tracking systems.
Open and manage bugs in Azure DevOps, including attaching logs, screenshots, and detailed technical information.
Provide clear, professional responses in English, including technical explanations, guides, and references to the Knowledge Base.
Maintain and update FAQs, create user guides, and support internal knowledge transfer across teams.
Escalate complex issues to higher-tier support when necessary.

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