Software Support

Job description

Description About the Role: We are looking for a highly motivated International Technical Support Specialist to provide top-tier support to customers worldwide via email, Zendesk ticketing system, and phone calls. In this role, you will handle complex technical issues, analyze logs, and develop a deep understanding of SaaS workflows. The position requires strong analytical skills to perform Root Cause Analysis (RCA), deliver creative solutions, and clearly communicate technical explanations in English — including guiding users in cases of incorrect usage. Key Responsibilities: Ticket Management: - Manage support tickets using Zendesk, ensuring full documentation and adherence to SLA (Service Level Agreement). Technical Troubleshooting: - Analyze log files and use tools such as Elasticsearch, Kibana, or similar platforms to identify and resolve issues. Root Cause Analysis: - Diagnose whether issues stem from system bugs or user errors, including proper documentation in bug tracking systems. Collaboration with R&D: - Open and manage bugs in Azure DevOps, including attaching logs, screenshots, and detailed technical information. Customer Communication: - Provide clear, professional re...