Technical Support Specialist

Technical Customer Support Specialist (SaaS - API & Messaging)

📍 Remote | Rotating Shifts

About Us

We are a fast-growing SaaS company that provides powerful tools for businesses to streamline their communication through SMS, email, and automation. Our customers range from small business owners to developers who rely on our platform for critical messaging solutions.

We are looking for a Technical Customer Support Specialist to help our users troubleshoot SMS/email delivery issues, API integrations, and general platform functionality.

This role involves handling support tickets, live chat, phone calls, and customer onboarding, ensuring our users get the best experience possible.

What You’ll Do

🔹 Respond to customer support tickets, live chat, and phone calls, providing timely and professional assistance.

🔹 Troubleshoot SMS and email delivery issues, including undelivered messages, spam compliance, and carrier filtering.

🔹 Guide customers on how to integrate our API, troubleshoot API errors, and understand authentication methods (OAuth, API keys, webhooks).

🔹 Assist new customers with onboarding and setup, ensuring a smooth transition into using our platform.

🔹 Perform technical troubleshooting before escalating unresolved issues to the development team.

🔹 Document common customer issues and maintain help articles, FAQs, and troubleshooting guides.

🔹 Monitor support trends and suggest improvements for internal processes and customer experience.

🔹 Collaborate with product and engineering teams to relay user feedback and technical concerns.

🔹 Stay updated on SMS/email delivery best practices, API trends, and SaaS industry developments.

Who You Are

✅ Experience in customer support, preferably in a SaaS or tech-focused company.

✅ Familiar with SMS/email delivery protocols (e.g., SMTP, SMPP, DKIM, SPF, DMARC).

✅ Knowledge of API troubleshooting, including REST APIs, webhooks, and JSON responses.

✅ Comfortable using support/ticketing tools like Zendesk, Freshdesk, or Intercom.

✅ Strong technical troubleshooting skills with the ability to diagnose and resolve issues efficiently.

✅ Excellent verbal and written communication skills to assist customers clearly and professionally.

✅ Nice to have: Basic programming knowledge (e.g., Python, JavaScript) and SQL querying skills.

Work Setup & Schedule

• 🌍 Remote position – work from anywhere.
• 🕒 Rotating monthly shifts – we operate in three shifts, and you’ll rotate shifts every month.
• ⏳ Must be comfortable working across different time zones based on the shift schedule.

Why Join Us?

🚀 Be part of a fast-growing SaaS company with room for career advancement.

📚 Work with cutting-edge messaging and API technologies while expanding your technical expertise.

🌍 100% remote work with flexible scheduling.

💡 Have a direct impact on improving customer experiences and platform usability.