If you have experience in technical support, troubleshooting, and API integrations, enjoy solving complex issues, and thrive in a fast-paced environment, this role is for you!

➡️ Main Responsibilities

• Serve as the first point of contact for technical queries, ensuring timely resolution and customer satisfaction.
• Collaborate with the R&D team to replicate and resolve issues, supporting engineers and QA with insights for bug fixes.
• Meet SLA requirements for response times and problem resolution, conducting thorough root cause analyses.
• Manage communications effectively between customers and internal teams regarding technical issues and updates.
• Continuously assess and refine support processes to enhance service standards.
• Maintain accurate records of technical changes, updates, and documentation.
• Generate weekly progress reports and present them in client meetings.
• Lead training sessions to empower users with troubleshooting skills.

➡️ What We Value

• +3 years of experience in technical support, troubleshooting, or IT helpdesk roles.
• Knowledge of authentication protocols (SSO, SAML, OTP) to ensure secure user access.
• Experience with API integrations, RESTful services, and troubleshooting API-related issues.
• Proficiency in Redash for data visualization and SQL for database management and analysis.
• Familiarity with network security, firewalls, and security protocols.
• Strong problem-solving skills and ability to manage complex technical challenges.
• Excellent English communication skills (additional Asian languages are a plus).
• Ability to work across time zones and collaborate with global teams.
• Highly organized, detail-oriented, and customer-focused.