Demonstrate deep expertise in core technologies and another specialty.
Provide advanced technical support via phone, online, chat, and email; analyze logs to root cause.
Communicate clearly; own troubleshooting communications with customers and teams.
Mentor colleagues on communication, troubleshooting, process, and product knowledge.
Encourage productive debate to analyze and resolve problems.
Improve procedures to increase efficiency and SLA adherence.

🎯 Requirements

3+ years in technical customer service or support.
Advanced knowledge of SaaS, telecoms, and contact centre software.
Networking tech knowledge: TCP/IP, HTTP, SFTP, scripting.
Experience with MSSQL, Oracle, or MySQL.
Strong analytical/problem-solving in complex SaaS environments.
Excellent written and verbal communications.
Ability to drive escalations to resolution.
Work with cross-functional teams (Product, R&D, QA, etc.).

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