Torchora
Back to Home

Key Responsibilities and Required Skills for Technical Support Consultant

💰 $65,000 - $95,000

Customer SupportInformation TechnologyClient ServicesSaaS

🎯 Role Definition

Are you a natural problem-solver with a passion for technology and a drive to deliver exceptional customer experiences? We are searching for a dynamic and technically-savvy Technical Support Consultant to join our growing team. In this pivotal role, you will be the primary technical point of contact for our valued clients, serving as a product expert, trusted advisor, and customer advocate. You will not only resolve complex technical challenges but also act as a critical link between our customers and our product, engineering, and success teams. If you thrive on diagnosing intricate issues, building strong client relationships, and making a tangible impact on product quality, this is the perfect opportunity for you.

📈 Career Progression

Typical Career Path

Entry Point From:

  • IT Helpdesk Analyst / Service Desk Technician
  • Technical Customer Service Representative
  • Junior Quality Assurance (QA) Tester

Advancement To:

  • Senior or Lead Technical Support Consultant
  • Technical Account Manager (TAM)
  • Customer Success Manager
  • Support Team Manager / Supervisor

Lateral Moves:

  • Quality Assurance (QA) Engineer
  • Product Specialist / Associate Product Manager
  • Implementation Consultant

Core Responsibilities

Primary Functions

  • Provide expert-level, multi-channel technical support (email, phone, web portals) to diagnose and resolve complex customer software and hardware issues.
  • Manage, prioritize, and take ownership of a high volume of inbound customer support tickets using systems like Zendesk, Jira, or Salesforce Service Cloud.
  • Systematically troubleshoot, replicate, and identify the root cause of customer-reported technical problems within complex SaaS and on-premise environments.
  • Meticulously document all customer interactions, troubleshooting methodologies, and issue resolutions in the company's CRM to ensure data integrity and a clear audit trail.
  • Serve as a crucial liaison between customers and internal teams, effectively escalating unresolved issues to Tier 3 support, Engineering, or Product Management with detailed and actionable bug reports.
  • Consistently meet or exceed key performance indicators (KPIs) and service level agreements (SLAs) for response time, resolution time, and customer satisfaction (CSAT).
  • Conduct remote desktop sessions with customers using tools like TeamViewer or Zoom to provide hands-on assistance and gain deeper insight into their technical environments.
  • Analyze complex application logs, server logs, and network traces to pinpoint error sources and performance bottlenecks.
  • Utilize SQL queries to investigate customer data, verify system states, and assist in resolving data-related inquiries and discrepancies.
  • Expertly manage customer expectations, communicate complex technical information to non-technical audiences, and de-escalate tense situations with professionalism and empathy.
  • Assist customers with RESTful API integrations, helping them troubleshoot authentication, request formatting, and response handling.
  • Maintain deep, expert-level knowledge of the company's products, continuously learning about new features, updates, and underlying technologies.
  • Serve as a dedicated customer advocate, ensuring their technical challenges are resolved promptly and they are leveraging the product to its full potential to achieve their business outcomes.

Secondary Functions

  • Develop, author, and maintain comprehensive technical documentation, including knowledge base articles, "how-to" guides, and troubleshooting playbooks for both internal and external use.
  • Collaborate with the Quality Assurance (QA) and Engineering teams to test and verify bug fixes and new feature implementations before they are released to customers.
  • Act as the voice of the customer by gathering, analyzing, and channeling customer feedback to the Product and Development teams to influence the product roadmap and drive improvements.
  • Participate in a scheduled on-call rotation to provide critical after-hours and weekend support for urgent, high-severity customer issues.
  • Assist with the technical onboarding of new clients, providing guided walkthroughs, product training, and best practice recommendations to ensure successful adoption.
  • Perform trend analysis on support tickets to identify recurring problems, product defects, and opportunities for process or product improvements, presenting findings to management.
  • Offer mentorship, training, and technical guidance to junior support analysts, fostering a collaborative and knowledge-sharing team environment.
  • Actively contribute to the continuous improvement of support team processes, workflows, and tools to enhance efficiency and the overall customer experience.

Required Skills & Competencies

Hard Skills (Technical)

  • Help Desk Software: Proficiency in ticketing systems like Zendesk, Jira Service Management, Salesforce Service Cloud, or similar platforms.
  • Database Querying: Strong ability to write and execute SQL queries for data investigation and troubleshooting.
  • API Knowledge: Experience with and ability to troubleshoot RESTful APIs using tools like Postman.
  • Log Analysis: Competency in reading and analyzing application, server, and system logs to identify errors.
  • Network Troubleshooting: Solid understanding of networking concepts (TCP/IP, DNS, HTTP/S, firewalls).
  • Operating Systems: Familiarity with various OS environments including Windows Server, Linux (RHEL, Ubuntu), and macOS.
  • CRM Systems: Experience navigating and utilizing CRM software like Salesforce.
  • SaaS Environments: Knowledge of cloud computing and SaaS architecture (AWS, Azure, or GCP is a plus).

Soft Skills

  • Analytical Problem-Solving: A logical and systematic approach to resolving complex, multi-faceted issues.
  • Exceptional Communication: The ability to clearly and concisely explain technical concepts to both technical and non-technical audiences, both verbally and in writing.
  • Customer Empathy: A genuine desire to understand and address customer needs and frustrations.
  • Time Management & Prioritization: Ability to manage a high-volume workload and prioritize tasks based on severity and customer impact.
    -Poise & De-escalation: The capacity to remain calm, professional, and effective under pressure, especially during customer escalations.
  • Attention to Detail: Meticulous in documenting, tracking, and resolving issues.
  • Inherent Curiosity & Adaptability: An eagerness to continuously learn new technologies and adapt to product changes.

Education & Experience

Educational Background

Minimum Education:

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

Preferred Education:

  • Bachelor's Degree

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Management Information Systems (MIS)
  • Engineering

Experience Requirements

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

Preferred: Direct experience in a B2B SaaS company supporting a complex, multi-tiered software product. Experience supporting products with robust APIs is highly desirable.

Explore More Careers