As a Technical Support Specialist, you'll be on the front lines, providing expert technical support and troubleshooting complex issues for our users. You'll have a significant impact on our users and the growth of our product.Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication.Reproduce, diagnose, and document technical problems end-to-end, capturing precise steps, logs, and screenshots.Work hands-on in the product to understand features, validate fixes, and regularly test new flows; provide actionable feedback.Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console).Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment.Proactively surface product patterns and emerging trends; raise risks and suggest documentation improvements.Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents.Uphold security and data-handling best practices when working with sensitive user information or logs.
