Senior Technical Support

We’re looking for a customer-focused Technical Support Specialist to provide EU-hours support for a SaaS platform

In this role, you’ll be the front line of technical support - helping customers troubleshoot issues, answering product questions, and ensuring a smooth and positive experience. You’ll work cross-functionally with Services, Product, and Engineering to resolve issues

efficiently while contributing to continuous improvement of our support processes and knowledge base.

In this role you will support in-house publishing efforts when there is time between support tickets.

You will transform static PDF catalogs into dynamic, interactive content

What You’ll Do for Tech Support

• Respond to and manage customer support tickets via HubSpot in alignment with SLAs
• Troubleshoot application issues, identify root causes, and guide customers to resolution
• Escalate product defects and complex issues to Engineering and Product, using GitHub and Slack to log issues
• Document solutions clearly in internal systems
• Analyze logs, database queries, and system behavior to diagnose issues
• Help improve support processes, workflows, and reporting
• Manage and resolve overnight system outages, escalating when appropriate or depending on severity to US Operations team

How You’ll Support Technical Publications

• Extract data from PDF parts catalogs and convert them into interactive format.
• Follow established publishing processes and best practices.
• Perform quality checks on parts lists, images, callouts, and table of contents; resolve any issues.
• Track and record weekly work hours accurately.
• Periodically participate in staff meetings and knowledge transfer sessions.

What Makes You a Great Fit?

• 5+ years of experience in technical support, application support, or SaaS customer support
• Experience using ticketing systems (HubSpot, Zendesk, Salesforce Service Cloud, etc.)
• Strong troubleshooting and analytical skills
• Ability to interpret logs and investigate system behavior
• Working knowledge of SQL for querying databases
• Experience with REST APIs or web services and related tools like Postman
• Comfortable working with web-based applications and browser debugging tools
• Clear, professional communication skills (written and verbal)
• Highly organized and able to manage multiple priorities in a fast-paced environment

• 1+ years of data entry or data manipulation experience.
• Proficiency with Microsoft Office, especially Excel.
• Highly-organized, detail-oriented, and comfortable performing repetitive tasks.
• Able to alternate between focus-intensive tasks and multi-tasking when priorities shift.

(Nice to Have)

• Experience with Jenkins and Kibana a huge plus.
• Experience with technical content publishing (e.g., marketing or technical content with text and graphics).
• Background in manufacturing, MRP, engineering, or eCommerce.