Tech Customer Support Expert (Tier 2) (SaaS)

TL;DR

Tech Customer Support Expert (Tier 2) (SaaS): Resolving complex technical escalations regarding APIs and data pipelines with an accent on root-cause analysis and cross-functional collaboration with R&D. Focus on investigating data anomalies and delivering high-quality technical resolutions for enterprise clients.

What you will do

• Handle complex unresolved issues from Tier-1 involving APIs, data pipelines, and dashboards.
• Reproduce bugs and conduct root-cause analysis for data discrepancies and technical findings.
• Collaborate with R&D, Product, and Customer Success to prioritize bug fixes and drive systemic improvements.
• Provide professional technical guidance to enterprise clients while meeting strict SLAs.
• Create and maintain internal Knowledge Base articles and troubleshooting runbooks.

Requirements

• 3+ years of experience in a Tier-2 or similar technical support/customer-facing role.
• Hands-on experience with SQL, Python, and Excel.
• Experience with ticketing systems such as Zendesk, Jira, or Monday.
• Proven ability to work with APIs and BI platforms/dashboards.
• Excellent English (spoken and written).

Nice to have

• Familiarity with eCommerce, retail analytics, or digital shelf concepts.