Senior Customer Support Specialist

We are seeking a Senior Customer Support Specialist with a strong background in computer science or computer engineering. The ideal candidate will have extensive experience in technical support, a deep understanding of SaaS platforms, and the ability to provide solutions to complex technical issues. You will play a crucial role in maintaining the highest level of customer satisfaction through expert resolution of technical queries and issues. Responsibilities • Provide advanced technical support to customers via phone, email, or chat. • Diagnose and troubleshoot complex software issues with a focus on rapid resolution. • Stay abreast of product updates and changes, ensuring accurate and timely information is provided to customers. • Collaborate with the development team to report and resolve product bugs and malfunctions. • Develop and maintain in-depth product knowledge and expertise. • Create and update technical documentation and user guides. • Conduct product training sessions for customers and internal teams as needed. • Monitor and analyze trends in customer issues to provide feedback to the product and engineering teams. • Lead and mentor junior technical support team members. Requirements • Bachelor’s degree in Computer Science, Computer Engineering, or a related field; Master’s degree preferred. • Minimum of 5 years of experience in technical support, ideally in a SaaS environment. • Strong problem-solving skills and ability to handle complex technical queries. • Excellent communication and customer service skills. • Deep understanding of software, databases, and cloud technologies. • Proficiency in ticketing, chat software. • Ability to work independently and in a fast-paced startup environment. What we offer • A competitive salary and benefits package. • Opportunities for professional growth and advancement. • A dynamic, creative, and supportive work environment.