Technical Support Specialist - US

sunday•Atlanta, GA

1d•$70,000 - $80,000•Hybrid

About The Position

As a Technical Support Specialist, you will play a key role in ensuring the reliability and smooth operation of our product and IT support operations. This role is ideal for a technically skilled professional who thrives in a collaborative, service-oriented, startup environment. You’ll act as the bridge between our Level 1 support team and Engineering teams (level 3), providing technical expertise, driving issue resolution, participating in IT operations, and ensuring continuous improvement in our support processes.

Requirements

3 to 5 years of experience in a technical support, product support, or IT operations role.
Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
Strong problem-solving and analytical skills, with a proven customer- and service-oriented mindset.
Excellent communication and collaboration skills, with experience working cross-functionally between support, product, and engineering teams.
Experience creating or maintaining internal documentation and knowledge bases.

Nice To Haves

Experience working in a startup or scale-up environment is preferred.

Responsibilities

Provide advanced technical support to Operations teams, assisting with product-related issues that require deeper analysis or troubleshooting.
Participate in IT and Product Support Operations, helping manage day-to-day operational requests and ensuring effective ticket coverage and resolution.
Investigate and document recurring issues, escalating bugs or systemic problems to Product and Engineering teams as needed.
Collaborate closely with Engineers to ensure the prompt resolution of technical issues.
Maintain clear communication across teams during major product issues, ensuring stakeholders are updated on progress and resolution.
Develop and maintain a robust internal knowledge base to support consistent, efficient troubleshooting across all support levels.
Train and mentor operational team members, equipping them with product knowledge and best practices for handling technical issues.
Track, analyze, and report on common support themes and performance metrics to identify opportunities for proactive improvements.