Torchora
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Key Responsibilities and Required Skills for a Technical Customer Support Specialist

💰 $55,000 - $85,000

Customer ServiceInformation TechnologyTechnical SupportSaaS

🎯 Role Definition

Welcome! This role requires a highly motivated and technically-savvy Technical Customer Support Specialist to join our growing team. In this pivotal role, you will be the primary technical point of contact for our valued customers, acting as a trusted advisor and product expert. You are more than just a troubleshooter; you are the voice of the customer within our organization, a critical link ensuring their success and providing invaluable feedback to our product and engineering teams. Your mission is to deliver exceptional, empathetic, and efficient support, resolving complex technical challenges and building lasting relationships that foster loyalty and product adoption.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative (with a technical aptitude)
  • IT Help Desk Analyst
  • Junior Quality Assurance (QA) Tester

Advancement To:

  • Senior Technical Support Specialist / Tier 3 Support Engineer
  • Technical Support Team Lead or Manager
  • Customer Success Manager

Lateral Moves:

  • Implementation Specialist or Onboarding Specialist
  • Quality Assurance (QA) Engineer
  • Sales Engineer

Core Responsibilities

Primary Functions

  • Provide expert-level technical support through multiple channels, including email, chat, and phone, to diagnose, troubleshoot, and resolve complex customer issues related to our software platform.
  • Systematically replicate customer-reported issues in a controlled test environment to accurately document and escalate bugs and product defects to the engineering and product teams.
  • Efficiently manage a personal and team-wide ticket queue using a ticketing system like Zendesk or Jira, ensuring timely responses, follow-ups, and adherence to Service Level Agreements (SLAs).
  • Develop, author, and maintain comprehensive technical documentation, including knowledge base articles, tutorials, and FAQs, to empower customers to self-serve and to scale support operations.
  • Act as a crucial liaison between customers and internal teams, effectively communicating customer feedback, feature requests, and bug reports to Engineering, Product, and Quality Assurance departments.
  • Investigate and analyze complex application, system, and network logs to pinpoint the source of technical issues and performance bottlenecks.
  • Conduct in-depth root cause analysis (RCA) for recurring or high-impact technical problems, documenting findings and collaborating with development teams to implement permanent solutions.
  • Assist developers and technical users with API integration challenges, providing guidance on API usage, troubleshooting API calls using tools like Postman, and interpreting error responses.
  • Guide new customers through the technical onboarding and implementation process, ensuring a smooth setup and successful initial experience with the product.
  • Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, high-severity customer incidents, ensuring business continuity for our clients.
  • Create and deliver tailored customer-facing training sessions and webinars on product features, best practices, and new functionalities.
  • Proactively monitor system alerts and performance dashboards to identify and address potential issues before they impact customers.
  • Utilize SQL queries to interrogate databases for troubleshooting purposes, data verification, and to answer complex customer questions about their account data.
  • Manage customer escalations with a calm and professional demeanor, taking ownership of the issue until a complete resolution is reached.
  • Contribute to product improvement by identifying trends in customer issues and advocating for solutions that enhance user experience and reduce support volume.
  • Collaborate with the Customer Success team to identify at-risk customers and develop technical action plans to improve their satisfaction and retention.
  • Perform detailed validation and testing of bug fixes and new features before they are released to ensure they meet customer expectations and resolve the reported issue.
  • Maintain a deep, expert-level knowledge of our product's architecture, features, and capabilities.
  • Educate and mentor junior support team members on complex technical topics and support best practices.
  • Generate and analyze support metric reports to identify trends, measure team performance, and provide data-driven insights to leadership.

Secondary Functions

  • Support the product team by providing real-world user scenarios and participating in user acceptance testing (UAT) for upcoming releases.
  • Contribute to the organization's internal tooling by identifying needs and suggesting improvements for a more efficient support workflow.
  • Collaborate with the marketing and sales teams by providing technical validation for case studies and pre-sales inquiries.
  • Participate in sprint planning and review ceremonies with the engineering teams to stay aligned on product development and bug-fix priorities.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with modern helpdesk and ticketing software (e.g., Zendesk, Jira Service Management, Intercom).
  • Strong ability to write and execute SQL queries to investigate database issues and retrieve customer data.
  • Solid understanding of RESTful APIs, with the ability to use tools like Postman or cURL to test and troubleshoot API endpoints.
  • Experience reading and interpreting application logs (e.g., in JSON, XML, or plain text formats).
  • Familiarity with at least one scripting language (e.g., Python, Bash, PowerShell) for task automation and log analysis.
  • Fundamental knowledge of networking concepts including TCP/IP, DNS, HTTP/HTTPS, and firewalls.
  • Experience with browser developer tools (e.g., Chrome DevTools) for diagnosing front-end issues and network requests.
  • Understanding of SaaS architecture and cloud computing platforms (AWS, Azure, or GCP).
  • Ability to understand and troubleshoot issues related to single sign-on (SSO) and SAML-based authentication.
  • Experience with version control systems like Git is a plus.

Soft Skills

  • Exceptional problem-solving and analytical skills, with a love for digging into complex challenges.
  • Outstanding written and verbal communication skills, with the ability to explain highly technical concepts to both technical and non-technical audiences.
  • A deep sense of empathy and a customer-centric mindset, always striving to understand and advocate for the user.
  • High degree of patience and the ability to de-escalate tense situations with grace and professionalism.
  • Strong time management and organizational skills, with the capacity to prioritize and manage multiple tasks simultaneously.
  • A collaborative team player who is eager to share knowledge and contribute to the team's success.
  • Innate curiosity and a passion for continuous learning to keep up with evolving technology and products.
  • Resilience and a positive attitude when facing difficult or ambiguous problems.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent practical experience in a technical field.

Preferred Education:

  • Bachelor's Degree.

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Management Information Systems

Experience Requirements

Typical Experience Range: 2-5 years in a technical support, help desk, or similar client-facing technical role.

Preferred: Direct experience providing technical support for a B2B SaaS product is highly desirable.

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