Technical Support (TS) Specialist (SaaS)

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: TYPE OF WORK

Full Time

: SALARY

$3 to $8 per hour

: HOURS PER WEEK

8

: DATE UPDATED

Apr 8, 2026

JOB OVERVIEW

Job Description - Technical Support (TS) Specialist

Role Summary

The Technical Support Specialist is responsible for resolving complex client issues that require deeper technical investigation and cross-functional coordination. This role sits at the intersection of Customer Success, Product, and Engineering, ensuring issues are diagnosed accurately, resolved efficiently, and communicated clearly to internal and external stakeholders.

Key Responsibilities

- Own and resolve client-raised technical issues, ensuring timely resolution and minimal service disruption.
- Perform in-depth troubleshooting and investigation to identify root causes and execute viable resolution paths.
- Reproduce reported issues reliably and document findings with clear evidence and context.
- Prepare complete and structured escalation materials for Engineering, including reproduction steps, logs, impact assessment, and scope.
- Coordinate closely with Engineering and DevOps teams during bug fixes, i ---------- response, and system stabilisation.
- Drive resolution discipline by actively managing investigation queues and ensuring timely ticket closure.
- Apply strong product and system knowledge to support clients effectively and consistently.
- Identify recurring issues, patterns, or gaps, and contribute insights to improve product stability and support workflows.
- Collaborate with Customer Success, Product, and other internal teams to ensure aligned client outcomes.
- Support continuous improvement initiatives, including documentation, playbooks, and process optimisation.
- Perform additional related duties as reasonably required to support client outcomes and operational objectives.

Objectives and Success Measures

- Maintain high standards of technical resolution quality and accuracy.
- Reduce investigation backlog and ageing tickets through effective prioritisation and follow-through.
- Improve client experience through clear communication and reliable issue resolution.
- Support customer retention by resolving technical blockers that impact usage and trust.
- Enable smoother handoffs and faster fixes through high-quality escalation and documentation.
- Contribute to scalable, repeatable support processes and knowledge assets.
- Provide actionable insights to internal teams based on observed client and system behaviour.

Key Skills and Attributes

- Strong technical troubleshooting and analytical skills.
- Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
- Familiarity with SaaS platforms, ticketing systems (e.g. Zendesk and Jira), and structured issue management.
- Comfortable working cross-functionally in a fast-paced, client-facing environment.
- Detail-oriented, disciplined in documentation, and accountable for outcomes.
- Calm under pressure, particularly during i ---------- or high-severity issues.

SKILL REQUIREMENT

Jira Technical Support Python

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Job Post	Reporter	Rank	Reason	Date

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Technical Support (TS) Specialist (SaaS)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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