Support Operations Specialist (Night Shift)

What You'll Do:

• Take ownership of moderate-to-complex customer support cases, resolving advanced technical issues involving platform performance, data corruption, APIs, and integrations.
• Lead technical investigations and troubleshooting activities, applying in-depth product and technical knowledge to identify root causes and deliver effective solutions.
• Provide informal mentorship to junior support engineers through ticket reviews, knowledge sharing, technical guidance, and shadowing sessions.

How You'll Improve Operations:

• Identify opportunities to improve support operations and contribute to implementing enhancements such as support macros, streamlined escalation procedures, and improved reporting.
• Collaborate with Engineering, Product, and Customer Success teams to support bug prioritization, manage escalated cases, and coordinate customer communication.
• Lead technical troubleshooting during high-priority customer incident calls, ensuring issues are investigated and managed effectively.

Who You Are:

• Approximately 2–4+ years of experience in technical support, with a demonstrated ability to independently manage and resolve complex technical issues.
• Advanced knowledge of relevant technical systems and product environments, including SQL optimization, basic scripting, and in-depth API debugging.
• Proven experience handling customer escalations, managing challenging interactions, and de-escalating sensitive situations professionally.