Technical Support Specialist

• Own incoming customer support requests through the customer support platform
• Send the first response to every ticket within the agreed response time
• Gather client, environment, affected-user, reproduction, screenshot, browser, device and session information
• Resolve common issues using the knowledge base
• Help clients with access, configuration and platform questions
• Troubleshoot SSO, SAML, provisioning, roles, permissions, browser, connectivity, firewall, latency, LMS and SCORM issues
• Escalate code, infrastructure, integration and deeper technical issues to the Support Engineer, Engineering or Product
• Log escalations in Jira with clear summaries, priorities and troubleshooting information
• Define and maintain ticket routing rules, priorities and tags
• Keep customer support tickets and Jira statuses synchronized
• Track escalated tickets, follow up with owners and confirm fixes with clients
• Manage client communication during incidents, including notices, updates and closing messages
• Share root-cause analyses with clients when ready
• Join client calls for escalations, incident debriefs and support reviews
• Report weekly on ticket volume, response times, issue categories and recurring issues
• Build and maintain the client and internal knowledge base and help center
• Identify recurring issues and improve documentation, routing and support processes

• 2–4 years of experience in customer support or technical support at a B2B SaaS company, ideally supporting enterprise clients
• Working knowledge of SSO and SAML, user provisioning, roles and permissions, and troubleshooting sign-in issues
• Comfort with browser, permission and network basics, including how firewalls and network whitelisting affect access
• Clear written communication skills, especially for calm, accurate client-facing updates and incident notices
• Structured approach to gathering troubleshooting information so Engineering can investigate without repeatedly going back to the client
• Experience using Jira and a customer support or helpdesk tool
• Strong ownership and follow-through, including chasing updates, keeping clients informed and confirming fixes before closing tickets
• Willingness to work directly with clients' IT teams and join client calls when needed
• Experience with Gleap or a comparable in-app support and help-center tool
• Familiarity with WebRTC, real-time audio or speech-to-text systems
• Familiarity with LMS or SCORM integrations
• Experience supporting enterprise clients in banking, financial services or insurance
• Experience supporting an LLM or AI product in production
• Experience building a knowledge base from resolved tickets or leading or mentoring a support team

• Fully remote work arrangement
• Opportunity to grow into a leadership position as the team expands