Tech Support Specialist

WHAT IS YOUR ROLE

The Tech Support Specialist provides advanced high-level technical and implementation support to post-sale customers, serving as the ultimate escalation point for complex technical issues. This role partners closely with Project Managers and cross-functional teams to ensure timely, high-quality implementations while resolving inbound technical issues with accuracy, ownership, and a strong customer focus. You will apply working knowledge of SQL, data systems, and web applications to diagnose issues, support integrations, and continuously improve support processes.

WHAT WILL YOU DO

• Execute customer implementations in partnership with Project Managers, ensuring timelines, requirements, and quality standards are met.
• Provide first- and second-level technical support for post-sale customers via inbound channels
• Debug, optimize, and troubleshoot complex data flows, advanced SQL queries, system behaviors, and web-application architectures.
• Clearly communicate resolution timelines, status updates, and next steps to customers with direct leaders and client stakeholders
• Investigate and resolve implementation-related support requests
• Build, maintain and structure technical knowledge bases and SOPs to support the client and also to empower T1/T2 teams to resolve issues
• Identify recurring issues and recommend process or system improvements
• Collaborate with internal technical and product teams to resolve escalated issues
• Support testing, validation, and post-implementation stabilization
• Maintain high standards of client satisfaction, accuracy, and responsiveness
• Act as the highest escalation point for complex technical and implementation issues, taking ownership in operations when T1/T2 or project managers required deep technical intervention
• Annual cybersecurity refreshers
• Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing as part of professional development

YOU ARE…

• A clear, professional, and customer-focused communicator
• Friendly, confident, and approachable with clients and teammates
• Detail-oriented with strong problem-solving skills
• Able to manage multiple priorities in a fast-paced environment
• Curious about technology and driven to continuously learn
• Proactive in identifying issues and suggesting improvements
• Structured in your thinking, able to balance short-term fixes with long-term improvements

YOU HAVE…

• Practical working knowledge of SQL or strong experience working with technical systems (writing complex queries, optimization and data troubleshooting)
• Experience supporting software, data platforms, or web-based applications
• Proven experience working with ticket tracking systems like Jira, Zendesk
• Maintain an open and flexible schedule.
• Ability to manage competing priorities and meet deadlines consistently
• Strong understanding of how web applications function and how data flows between systems
• Experience working in a client-facing technical support or implementation role (preferred)
• Comfort working with tools such as Google Sheets or similar data analysis tools
• Strong written and verbal communication skills