Technical Support Specialist

About the Job

The Technical Support Specialist role serves as the primary critical escalation point for providing technical assistance to customers and team members using the SciSure platform. As a technical product expert, you will be responsible for managing the SciSure user relationship when product-based issues arise by maintaining all information in our support ticketing queue, including reviewing, organizing, and loading data provided by customers. Additionally, you will act as a key liaison between our customers and our engineering and service teams to submit incident reports, facilitate further investigation, and inform customers of our team’s progress towards resolving issues.

This role will report to the VP, Professional Services and will coordinate with both customer- and product-facing teams within the company. To be successful, you must possess strong interpersonal skills to effectively translate and communicate technical knowledge to any customer, regardless of their background or role.

Responsibilities

• Act as a primary point-of-contact for users of the SciSure platform through our Support Desk (Zendesk), helping them resolve issues, answer product-related
  questions, and ensure a smooth user experience

• Develop and maintain product expertise on the SciSure platform’s capabilities, as well as a high-level understanding of the platform’s architectural and software design

• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions

• Escalate complex issues to engineering or product teams for further investigation

• Facilitate conversations between customers and the engineering teams to ensure a consistent service experience

• Monitor and report on recurring issues and customer feedback to help improve the product and support processes

• Assist customers with specialized migration and configuration requests

• Contribute to writing and updating product documentation within the SciSure Knowledge Base

• Advocate for the customer experience and identify opportunities for improving our services and products

• Provide first-line support to customers and partners using the SciSure Developer Hub

Requirements

• 1-2 year’s experience working in a customer service or IT position, preferably supporting a SaaS product

• Customer-centric mindset who goes above-and-beyond to address and advocate for the customer’s needs

• Tech-savvy, capable of quickly picking up and mastering web-based technologies

• Strong analytical skills, detail-oriented with a passion for troubleshooting and investigation

• Excellent written and verbal communication skills

• Proven ability to work effectively in a team environment

• Organized and self-disciplined, able to take on multiple tasks at the same time and drive results

• Degree or equivalent education in relevant fields such as computer science or IT preferred

• Experience working with the following platforms: MS Office, Zendesk, JIRA

• Experience with web-based technologies (ex. APIs, SDKs) a plus

• Proficiency with Microsoft Excel for organizing, analyzing, and presenting data

• Exposure to MySQL or other databases for basic querying and data exploration

• Comfort reading and navigating existing code (no need to write from scratch)

• Interest in using AI tools and prompt-based research to accelerate learning and analysis

• Willingness to learn new tools and adapt to evolving workflows