Technical Support Specialist
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Job Description
We're looking for a Technical Support Specialist to join our team and help customers successfully navigate B2B e-invoicing solutions. In this role, you'll combine strong customer communication with technical troubleshooting, investigating issues related to APIs, integrations, configurations, and invoicing workflows. You'll work closely with international Engineering and Product teams to resolve complex issues and ensure customers receive clear, timely, and professional support.
Work model: Hybrid – 3 days per week in the office, 2 days remote.
Responsibilities
• Act as the first point of contact for customers via email, phone, and ticketing platforms.
• Troubleshoot product, API, integration, configuration, XML/JSON, and invoicing workflow issues.
• Analyze logs, error messages, payloads, and system responses to identify and resolve technical issues.
• Collaborate with Engineering and Product teams across different geographies on complex issues and escalations.
• Manage support cases from initial investigation through resolution, ensuring SLA adherence and regular customer updates.
• Support critical incidents, document solutions, and contribute to knowledge base and support process improvements.
Requirements
Department: Engineering
Function: Information Technology
Experience Level: Not Applicable