Software Support
Posted Jun 3 · 0 applicants
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The role in plain words
This role involves providing technical support to global customers by managing tickets in Zendesk, analyzing log files using tools like Elasticsearch or Kibana, and performing root cause analysis. You will diagnose system bugs versus user errors, document issues in Azure DevOps, and communicate technical solutions clearly in English. Additionally, you will collaborate with R&D and maintain internal knowledge bases and user guides.
- Full professional proficiency in English (written and spoken)
- Previous experience in Technical Support / NOC / Helpdesk
- Experience working with Zendesk
Extracted from the job description · kept up to date automatically
Who this suits
This role suits individuals with strong English communication skills, a customer service mindset, and experience reading logs and understanding APIs or SaaS workflows. It is less ideal for those who prefer not to handle direct customer communications via phone and email or those without technical troubleshooting experience.
Full job description
Original listing · kept for referenceabra professional services is seeking Technical Support Specialist to provide top-tier support to customers worldwide via email, Zendesk ticketing system, and phone calls. In this role, you will handle complex technical issues, analyze logs, and develop a deep understanding of SaaS workflows. The position requires strong analytical skills to perform Root Cause Analysis (RCA), deliver creative solutions, and clearly communicate technical explanations in English — including guiding users in cases of incorrect usage. Key Responsibilities: • Ticket Management: • Manage support tickets using Zendesk, ensuring full documentation and adherence to SLA (Service Level Agreement). • Technical Troubleshooting: • Analyze log files and use tools such as Elasticsearch, Kibana, or similar platforms to identify and resolve issues. • Root Cause Analysis: • Diagnose whether issues stem from system bugs or user errors, including proper documentation in bug tracking systems. • Collaboration with R&D: • Open and manage bugs in Azure DevOps, including attaching logs, screenshots, and detailed technical information. • Customer Communication: • Provide clear, professional responses in English, including technical explanations, guides, and references to the Knowledge Base. • Documentation & Knowledge Sharing: • Maintain and update FAQs, create user guides, and support internal knowledge transfer across teams. • Escalation Management: • Escalate complex issues to higher-tier support when necessary.
Requirements: Requirements: • Full professional proficiency in English (written and spoken) – mandatory • Previous experience in Technical Support / NOC / Helpdesk – advantage • Experience working with Zendesk – strong advantage • Familiarity with bug tracking systems such as Azure DevOps or similar • Experience reading logs and understanding common protocols (HTTP, APIs, JSON) • Familiarity with SaaS systems and integration processes • Strong customer service mindset, patience, and the ability to explain technical concepts to non-technical users
Questions about this role
- This listing did not state a salary. We only show pay when the employer publishes it.
- Full professional proficiency in English (written and spoken)