Software Support

abra 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