Troubleshoot, triage, and qualify technical cases before escalating to Engineering by assessing severity, business impact, and required expertise, and systematically organizing issues for efficient resolution.
Lead root cause investigations by gathering comprehensive diagnostics, obtaining relevant logs, and replicating reported bugs to ensure thorough analysis.
Communicate clearly and proactively with both technical teams and customers, including joining calls with Customers, Engineering, and Product as needed to ensure full context and set accurate expectations.
Identify repeatable manual processes in support and collaborate on developing scripts, self-serve tools, and streamlined workflows to reduce bugs ticket volume and improve resolution times.
Create and maintain robust knowledge bases, troubleshooting guides, and FAQs for both internal and external audiences.
Work closely with Product and Engineering teams to address recurring technical issues, driving systemic and long-term fixes to improve the overall product experience.
Who you are...
You must have at least 2+ years of experience in technical support or product support for SaaS, web, or mobile applications.
Experience triaging, qualifying, and resolving technical issues within a support or engineering environment. Strong API debugging, Deep tech troubleshooting & backend logic understanding.
Excellent written and verbal communication skills, capable of explaining technical issues to both technical and non-technical stakeholders.
Comfortable participating in calls with customers, engineering, and product teams to clarify complex scenarios and set expectations.
Experience in creating high quality documentation, troubleshooting guides, and FAQs for both internal and customer-facing purposes
You have prior experience/exposure to QA, automation & Scripting
