Technical Support Specialist

Accountabilities: The Technical Support Specialist will serve as a key point of contact for customers and partners, ensuring timely issue resolution and delivering high-quality technical support across multiple channels. Provide technical support through tickets, chat, email, and virtual meetings, ensuring excellent customer experiences. Troubleshoot and resolve issues related to APIs, integrations, and messaging platform functionalities. Collaborate with second-level support teams to identify root causes and implement effective solutions. Guide customers and partners through platform features, onboarding processes, and best practices within the business messaging ecosystem. Work closely with internal commercial and onboarding teams to ensure smooth customer journeys and successful implementations. Communicate with external platform representatives when required to escalate or resolve complex technical issues. Maintain accurate documentation of support cases, resolutions, and recurring issues to improve operational efficiency. Contribute to process improvements and help identify opportunities to enhance support quality and customer satisfaction. Requirements: The ideal candidate combines strong technical knowledge with customer-centric communication skills and a passion for solving complex problems. 3 to 4 years of experience in technical support, customer support, or related roles. Degree in Computer Science, Information Technology, Engineering, or a related field. Strong understanding of web technologies, including HTML, JavaScript, CSS, and APIs. Hands-on experience working with REST APIs and Webhooks. Solid knowledge of technical fundamentals and experience using helpdesk or ticketing systems. Professional proficiency in English (C1 level or above) and fluency in at least one additional language. Excellent troubleshooting and analytical problem-solving skills. Strong communication and interpersonal abilities, including active listening and customer empathy. Proven ability to manage multiple priorities effectively in fast-paced environments while maintaining attention to detail. Interest in developing expertise within more advanced technical support environments. Nice to have: Experience with WhatsApp Business API or Meta Graph API. Programming knowledge in SQL, JavaScript, Python, React, or similar technologies. Familiarity with monitoring and observability tools such as Grafana. Previous people management experience. Additional language capabilities. Benefits: Fully remote, contract-based opportunity with the flexibility to work from anywhere. Competitive annual compensation ranging from €20,000 to €30,000 , depending on experience and qualifications. Opportunity to work within an innovative and rapidly evolving business messaging industry. Collaboration with experienced professionals and technology experts in an international environment. Continuous learning opportunities and exposure to modern communication technologies. Dynamic, entrepreneurial culture with significant autonomy and ownership. Supportive environment that encourages professional growth and knowledge sharing.