Deskripsi Pekerjaan
Join SupportNinja as an L2 Technical Support Representative and become a vital part of our award-winning SaaS support team. This night shift role offers the perfect opportunity to leverage your technical expertise while delivering exceptional customer experiences in a dynamic, remote-friendly environment. We provide comprehensive benefits including Day 1 HMO coverage, retirement savings with company matching, and ongoing professional development opportunities. As a key member of our support infrastructure, you'll resolve complex technical challenges, drive customer satisfaction, and contribute to our mission of revolutionizing global support services. If you're passionate about technology and committed to excellence, this is your chance to grow with an industry leader.
Tanggung Jawab
- Provide advanced technical support for SaaS platforms, troubleshooting complex system issues and resolving escalations
- Collaborate with cross-functional teams to identify and resolve root causes of technical problems
- Develop and maintain detailed documentation of troubleshooting processes and solutions
- Train and mentor L1 support staff on advanced technical procedures
- Monitor system performance and proactively identify potential issues
- Implement quality assurance protocols to ensure consistent support delivery
- Participate in continuous improvement initiatives for support processes
Kualifikasi
- 2+ years of experience in L2 technical support, preferably with SaaS applications
- Strong knowledge of cloud infrastructure, networking protocols, and API integrations
- Certification in relevant technologies (AWS, Azure, or CompTIA A+/Network+)
- Exceptional problem-solving abilities with analytical thinking
- Experience with ticketing systems (Zendesk, Jira) and remote support tools
- Excellent written and verbal communication skills
- Ability to work independently during night shift hours
- Proficiency in troubleshooting across Windows, macOS, and mobile platforms