Technical Support Specialist III

Responsibilities

Serve as the technical escalation point for complex customer issues across cloud applications, APIs, integrations, authentication, and enterprise deployments.
Lead end-to-end investigation, troubleshooting, and resolution of critical customer escalations.
Perform deep technical analysis using logs, SQL, APIs, debugging tools, and cloud platform diagnostics.
Partner with Engineering to identify product defects, influence prioritization, and validate fixes.
Work closely with Product, Customer Success, Professional Services, and Engineering to deliver exceptional customer outcomes.
Mentor and coach Technical Support Engineers through case reviews, debugging sessions, knowledge sharing, and technical guidance.
Drive continuous improvements in support processes, tooling, documentation, automation, and operational excellence.
Create and maintain knowledge base articles, troubleshooting guides, and technical playbooks.
Analyze recurring issues to identify root causes and recommend long-term product or process improvements.
Lead technical enablement sessions for new hires and existing team members.
Champion customer advocacy by ensuring customer pain points are represented in product discussions.
Participate in incident response activities and major customer escalations as required.
Contribute to support metrics including SLA adherence, customer satisfaction, case quality, and operational efficiency.

Required Qualifications

• 7–10 years of experience in Technical Support, Product Support, Application Support, or Technical Services within a SaaS or enterprise software company.
• Demonstrated experience mentoring or coaching technical team members without formal people management responsibility.
• Strong troubleshooting experience across web applications, APIs, networking, authentication (SSO/SAML/OAuth), databases, and cloud technologies.
• Experience working with REST APIs, JSON, Postman, SQL, browser developer tools, and log analysis.
• Excellent understanding of Linux, Windows, browsers, networking fundamentals, and SaaS architecture.
• Experience collaborating directly with Engineering teams to diagnose product issues.
• Strong customer communication skills with the ability to explain complex technical concepts clearly.
• Strong analytical and problem-solving skills with a structured approach to root cause analysis.
• Excellent written and verbal communication skills.
• Experience working in a fast-paced, customer-centric environment.
• Experience supporting enterprise SaaS platforms.
• Exposure to AWS, Azure, or Google Cloud Platform.
• Experience with CRM or ticketing platforms such as Salesforce, Zendesk, Jira, or ServiceNow.
• Familiarity with scripting languages such as Python, Bash, or JavaScript.
• Knowledge of monitoring and observability platforms.
• ITIL Foundation or similar support operations certification is a plus.