Technical Support Specialist Role Overview This role is ideal for a professional passionate about providing top-notch technical assistance and ensuring seamless customer experiences. The selected candidate will serve as the primary point of contact for all incoming technical support tickets, identifying, troubleshooting, and resolving technical issues or escalating when necessary. - Act as the central figure in managing our ticketing system, guaranteeing timely responses and follow-ups that meet our high standards. - Collaborate closely with the product, sales, and R&D; teams to ensure alignment and effective communication. - Deliver exceptional customer service through email and Zoom calls, consistently providing a friendly and approachable experience. Required Skills and Qualifications To be successful in this role, candidates must possess: - A minimum of 5 years of experience in technical support, IT helpdesk, or customer support roles, preferably in a SaaS or B2B environment. - 3+ years of hands-on experience with network infrastructure (troubleshooting routers, switches, firewalls) and hypervisors (deploying VMware, Hyper-V, etc.) – Mandatory. - Comfortable working with Linux-based and Windows-based systems. - Working with cloud platforms (AWS, Azure, GCP) is a strong plus. - Experience working with ticketing systems (e.g., Zendesk, Intercom, or Jira)- Mandatory - Strong troubleshooting and analytical technical skills. - High proficiency in English (written and oral) is a MUST. Benefits As a valued member of our team, you can expect: - A fully remote work arrangement with flexible USA (EST) working hours. - The opportunity to join a high-impact team where your contributions directly affect customer satisfaction and product success. - A chance to work in a fast-paced, growing tech company with global customers. - Collaborative and fun team-oriented environment. - Direct impact on customer experience and success.