Technical Support Officer

Responsibilities:

• Conduct initial technical diagnosis when users report issues before escalating them to the development team.
• Use tools such as browser developer tools, console logs, and application logs to identify potential root causes.
• Translate user-reported issues into detailed technical tickets in the company’s issue tracking system (e.g., Jira).
• Work closely with the engineering team to clarify issues, provide additional testing information, and support debugging where necessary.
• Track reported issues throughout the development sprint cycle.
• Monitor the status of bug fixes and feature updates.
• Notify users promptly when their issue has been resolved or when a fix has been deployed.
• Manage and respond to incoming queries through the live chat support system.
• Assist users with “how-to” questions and guide them through core product workflows.
• Identify frequently asked questions and recurring issues.
• Convert common support interactions into easy-to-understand self-help articles.
• Contribute to building and maintaining the company’s internal and user-facing Knowledge Base.

Requirements:

• Bachelor’s Degree in Computer Science or a related field.
• 3+ years in a SaaS-specific support role (FinTech, EdTech, or DevTools preferred).
• Proficient in Jira/Linear, Intercom/Zendesk, and Loom.
• Ability to clearly document technical issues for developers.
• Familiarity with JSON payload or checking a network request to see why a button didn't trigger an action.
• Highly organized with strong attention to detail.