Senior Technical Support Specialist

Respond promptly to client issues via Plain, Slack, WhatsApp, email, and occasionally on calls or online meetings

• Investigate, triage, and resolve API and product-related problems using tools such as Elasticsearch, Postman, and internal admin panels
• Escalate bugs and feature requests to engineering and product teams, providing clear context and documentation
• Document solutions, new processes, and frequently asked questions to expand our support resources
• Participate in incident management, including taking part in on-call rotations
• Perform basic QA testing during issue triage and incident resolution
• Identify and suggest improvements to support processes, tools, and documentation as you encounter opportunities