Job Details

Job Description

The Senior Technical Support Specialist leads resolution of complex, high-impact technical and product-related issues while serving as the primary escalation point for Tier 1 and Tier 2 support. This role partners closely with Product, Engineering, and Operations to diagnose hardware and software issues, conduct root-cause analysis, and drive issues to resolution with strong ownership. The position strengthens overall support effectiveness through coaching, knowledge sharing, documentation, and continuous process improvement. Responsibilities include identifying recurring issue patterns, improving workflows and escalation paths, and contributing to consistent, high-quality support across B2C and B2B customers. Success requires deep technical expertise, sound judgment, cross-functional collaboration, and the ability to perform in a fast-paced, service-critical environment while consistently meeting defined performance metrics.