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Technical Support Specialist, US
Post Sales (Technical and Support)/Direct HireCLIENT SUMMARY
We deliver cloud-based software and services for leading global video, content, entertainment, internet and communications providers, device manufacturers, governments and enterprises by enabling our customers to better engage with their end users. Our customers can ensure a smooth and secure identity login solution that unlocks access to content.
RESPONSIBILITIES
The Technical Support Specialist is responsible for diagnosing, troubleshooting, and resolving customer and partner issues received via phone, email, and system alerts. This role involves close collaboration with the Network Operations Center (NOC) and Engineering teams to address complex technical challenges related to our Identity Management product.
REQUIREMENT
DESIRED COMPETENCIES/ SKILLS
We deliver cloud-based software and services for leading global video, content, entertainment, internet and communications providers, device manufacturers, governments and enterprises by enabling our customers to better engage with their end users. Our customers can ensure a smooth and secure identity login solution that unlocks access to content.
RESPONSIBILITIES
The Technical Support Specialist is responsible for diagnosing, troubleshooting, and resolving customer and partner issues received via phone, email, and system alerts. This role involves close collaboration with the Network Operations Center (NOC) and Engineering teams to address complex technical challenges related to our Identity Management product.
- Serve as a primary point of contact for customers throughout the issue resolution process understanding concerns, communicating resolution plans, providing updates, and confirming issue closure.
- Respond to customer inquiries via ticketing system and phone in a timely and professional manner.
- Investigate and resolve technical issues through thorough research, issue reproduction, and troubleshooting.
- Collaborate with internal teams via email, chat, and phone to ensure efficient resolution of customer concerns.
- Document technical inquiries and contribute to the development and maintenance of knowledge base articles.
- May act as a lead technical support contact for designated customers, ensuring consistent and high-quality service.
- Provide support across multiple time zones, including morning, evening, and weekend shifts to accommodate global customers (US, EMEA, APJ).
- Maintain flexibility to work varied schedules, including evenings, weekends, and holidays as needed.
REQUIREMENT
- Minimum of 3 years of experience in technical customer support within a B2B environment.
- Technical degree or equivalent professional experience.
- Proficiency in written and spoken English.
- Strong interpersonal and communication skills.
- Excellent analytical and problem-solving abilities.
- Commitment to delivering outstanding customer service.
- Familiarity with customer management, case tracking, and bug tracking systems.
- Experience working in a fully remote role
- Experience with tools such as Salesforce, Jira, Confluence, Jenkins Kibana/Elastic, Github
- Hands-on experience in Linux environments
- Working knowledge of programming languages such as Perl, Java, Python, or BASH.
- Experience supporting API
- Experience SSO/Identity management
- Basic networking troubleshooting skills
DESIRED COMPETENCIES/ SKILLS
- Strong ability to multi-task with strong time management skills
- Strong personal communication skills, both verbal and written.
- Team player with willingness to develop technical abilities of self and team.
- Self-starter who can work independently when necessary.
JOB ID: 2257
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