Tech Support Specialist

We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments. The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction. Main Responsibilities Customer Support & Case Management
* Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy
* Classify and prioritize issues based on urgency, business impact, and technical complexity
* Ensure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency)
* Document case details thoroughly, maintaining traceability and clarity for escalations or audits Technical Analysis & Troubleshooting
* Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data
* Analyze logs and other system outputs to detect causes, errors, or inconsistencies
* Execute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms
* Provide first-level technical assistance to merchants — including platform navigation, account configuration, and general troubleshooting
* Collaborate with the Development team to reproduce, diagnose, and elevate complex issues efficiently Escalation & Collaboration
* Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context
* Participate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvements Process & Knowledge Improvement
* Identify recurring issues or process gaps and propose preventive or optimization actions
* Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing
* Support the onboarding and training of new CS members in technical aspects of tools and platforms
* Collaborate with cross‑functional teams on initiatives that enhance the merchant experience and streamline operations Requirements Education & Experience
* At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments
* Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms)
* Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required) Technical Knowledge
* Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus
* Experience in user access management, system permissions, and basic platform configuration
* Familiarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus
* Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging
* Familiarity with n8n is a plus
* Strong proficiency in JavaScript (basic development level required); Python is a plus
* Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA
* Experience with Cursor IDE AI is a plus Skills
* Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting
* Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory
* Proven ability to work autonomously while maintaining close collaboration with cross-functional teams
* Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success
* Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast‑paced environment Benefits WHY JOIN US
* Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success
* Work in a collaborative, innovative environment that values continuous learning and shared knowledge
* Gain hands‑on experience with cutting‑edge systems, integrations, and automation tools that drive operational excellence #J-18808-Ljbffr