Job Description

About the Role

As a Technical Support Specialist, you'll be a key point of contact for customers needing help with our platform — whether that's walking them through an issue over the phone or digging into backend systems to diagnose and resolve technical problems. This role suits someone who's comfortable switching between customer-facing communication and hands-on technical troubleshooting, and who takes ownership of issues until they're fully resolved.

What You'll Do

Handle inbound customer support calls, providing clear, patient, and effective technical guidance
Troubleshoot backend issues — investigating logs, databases, and system configurations to identify root causes
Log, track, and manage support tickets through resolution
Reproduce reported issues and escalate complex or unresolved cases to engineering with detailed documentation
Monitor system alerts and proactively flag potential issues before they impact customers
Maintain and update internal documentation, FAQs, and troubleshooting guides
Collaborate with engineering and product teams to relay recurring issues and suggest improvements
Ensure a high standard of customer satisfaction across both call and backend interactions

What We're Looking For

2-3 years of experience in technical support, application support, or a similar customer-facing technical role
Comfortable handling live customer calls alongside backend technical work
Working knowledge of SQL/databases, basic networking, and troubleshooting web-based applications
Experience with ticketing/support tools (e.g., Zendesk, Jira, Freshdesk)
Strong communication skills — able to explain technical issues clearly to non-technical users
Good analytical and problem-solving skills, with attention to detail
Ability to manage multiple tickets/calls in a fast-paced environment

Nice to Have

Background or experience working with pharmaceutical clients or products
Familiarity with cloud platforms (AWS, GCP, or Azure)
Experience with monitoring/logging tools (Datadog, Grafana, etc.)
Prior experience in a SaaS or B2B software company

Why Join Us

Competitive salary and benefits
Collaborative, growth-oriented team culture
Hands-on role combining customer interaction with real technical problem-solving