Technical Support Specialist

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: TYPE OF WORK

Full Time

: SALARY

$5 per hour

: HOURS PER WEEK

40

: DATE UPDATED

Mar 12, 2026

JOB OVERVIEW

We are seeking a highly skilled and empathetic Technical Support Specialist to handle complex, high-volume user inquiries and technical issues for our platform. This role goes beyond basic troubleshooting and requires a strong technical mindset, including the use of SQL, APIs, and diagnostic tools to investigate and resolve production issues. You will support non-profit customers, organizers, and donors by triaging unexpected platform behavior, navigating sensitive user situations, and collaborating closely with Engineering and Product teams to ensure timely and effective resolutions. The ideal candidate is analytical, tech-savvy, and compassionate, with the ability to explain complex technical concepts clearly to both technical and non-technical stakeholders.

Key Responsibilities:

Investigate and resolve complex user issues that extend beyond basic troubleshooting using SQL queries, APIs, and internal tools.

Perform technical triage through email and phone support, analyzing datasets and platform behavior to diagnose root causes.

Manage high-volume support tickets related to accounts, platform functionality, and bank transfer verifications with professionalism and empathy.

Document and investigate “unexpected behavior” within a 45-minute window before escalation.

Write clear, detailed JIRA tickets including API values, console error logs, reproduction steps, and database update tracking.

Collaborate cross-functionally with Engineering and Product teams to escalate bugs, advocate for user needs, and drive issue resolution.

Optimize workflows, documentation, and self-service resources to scale support operations and improve user experience.

Support non-profit customers, organizers, and donors while navigating sensitive and emotionally complex situations.

Troubleshoot software application issues and integrations in real-time using technical tools and diagnostic methods.

Monitor and meet key performance metrics such as CSAT, SLAs, and resolution time targets.

Required Qualifications:

2–5 years of experience in a customer-facing product or technical support role, with a strong focus on troubleshooting technical issues (1–3 years in customer service or help desk environments will also be considered for high-volume support experience).

Proficiency in SQL for data querying, analysis, and root cause investigation.

Hands-on experience working with APIs and understanding technical integrations.

Basic understanding of programming concepts and software application troubleshooting.

Experience with case management and structured issue documentation.

Strong experience with ticketing systems and writing technical reports (e.g., JIRA or similar platforms).

Core Competencies:

Exceptional written and verbal communication skills, with the ability to translate technical concepts for non-technical users.

Advanced problem-solving skills and the ability to independently diagnose and resolve complex issues.

High emotional intelligence and empathy, especially when supporting users facing sensitive or real-life challenges.

Strong organizational skills with the ability to manage multiple high-priority tickets simultaneously.

Tech-savvy and quick to learn new tools, platforms, and internal systems.

Benefits:**
Fully remote:
Salary - $5 per hour X 40 hours per week (salary every Friday)
Opportunities for professional development and growth.
Dynamic and supportive work environment.
Monday to Friday, 9AM - 5PM EST
Job Security and Stability
PTO
Inclusive Culture
Upskilling Opportunities
100% Work-From-Home
Exceptionally Supportive Team
Opportunities for Career Growth
Technical Requirements:
USB Headset with Noise Cancellation feature
Working Webcam
Computer with at least 1.8 GHz processor and at least 4GB RAM
Main Internet Service Speed: at least 25 Mbps cable connection
Backup Internet Service Speed: at least 10 Mbps

Please click the link or fill out the form below to apply:

---------- /forms/d/e/1FAIpQLScdmYyC5iwNl6_tX3Xi9s23eRqFXK27Ksu3AzSBqHGg2ZmSUw/viewform

SKILL REQUIREMENT

Technical Support Phone Support Data Analytics

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Technical Support Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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