Technical Support Specialist

Our client is a dynamic organization that leverages technology to provide innovative solutions for business success. They are seeking a Technical Support Specialist to serve as the main point of contact between the engineering team and the provider success and onboarding teams.

Location: Remote 9 AM - 6 PM EST

Key Responsibilities:

• Technical Expertise: Serve as the main point of contact for technical inquiries.
• Bug Triage and Resolution: Act as the first line of defense for reported bugs, gathering necessary information, prioritizing issues (Sev 1, Sev 2, Sev 3, Sev 4), and outlining steps for resolution. Solve straightforward issues independently and escalate more complex problems to the appropriate engineer.
• Verification: Verify bug fixes and updates from development teams to ensure successful resolution of reported issues.
• Stakeholder Communication: Communicate with relevant stakeholders, including PSMs, engineers, and providers, to provide updates on bug triage status and resolution timelines.
• Analysis and Improvement: Analyze bug trends and patterns to identify recurring issues and potential areas for improvement, contributing to product quality enhancement.
• Knowledge Management: Document FAQs and maintain resources in Notion to educate internal teams.
• Django Admin Ownership: Manage and optimize the Django Admin tool, ensuring it is efficient and user-friendly for internal teams.

What Success Looks Like:

• Efficient Bug Resolution: Successfully manage the entire bug process, from identification to resolution, reducing bug resolution time and improving developer velocity.
• Proactive Support: Establish yourself as the go-to expert on functionalities, providing timely and accurate answers to technical inquiries.
• Knowledge Base Development: Create and maintain a comprehensive internal FAQ and SOPs, ensuring all resources are up-to-date and accessible.

Qualifications:

• Experience: Previous experience with bug tracking and project management tools, along with troubleshooting and debugging code.
• Analytical Skills: Strong analytical skills to identify, prioritize, and resolve technical issues.
• Communication Skills: Ability to clearly document findings and communicate effectively with technical and non-technical stakeholders.
• Technical Proficiency: Comfortable with a basic-intermediate level of SQL, navigating BI tools (Metabase specifically), and reading logging and monitoring systems (Datadog specifically).
• Programming Skills: Programming experience is a nice to have, with the ability to make updates to production systems safely.
• Initiative: Ability to operate independently, make judgment calls on bug severity, and prioritize tasks without close supervision.

Objectives for the Role:

• First 30 Days: Develop a deep understanding of how the system works and take ownership of the bug resolution process.
• First 60-90 Days: Establish yourself as the go-to person for inquiries and begin building the internal FAQ and SOPs for the Admin Console.

Success Metrics:

• On-Call Developer Velocity: Improvement measured by non-bug linear tickets.
• Bug Resolution Time: Reduction in the average time taken to resolve reported bugs.
• Open Bugs: Decrease in the total number of bugs open at the end of each day.