Technical Support Specialist- Swing Shift

Accountabilities: The role focuses on supporting client environments, maintaining technical operations, troubleshooting issues, and improving processes to ensure reliable and effective service delivery. Use REST services and API tools such as Postman to configure, manage, and support critical client environments. Monitor and assess production applications, integrations, and message distribution workflows using tools such as Datadog, SendGrid, Mailgun, Twilio, Salesforce, Microsoft Dynamics, and Snowflake. Analyze operational findings and contribute to process improvements and service optimization. Support cross-functional teams by assisting with UI, backend services, data science initiatives, application support, and client change requests. Support technology operations involving data ETL processes, software configuration, message templates, HTML updates, and related technical workflows. Manage service desk activities, maintain change request backlogs, troubleshoot reported issues, and escalate incidents with clear technical documentation. Configure, monitor, and maintain communication channels and integrations across platforms such as Mailgun, Twilio, Salesforce, and Microsoft Dynamics. Assist application support teams with User Acceptance Testing (UAT) for new clients and platform capabilities. Work effectively within an agile DevOps environment, collaborating with multiple teams and continuously learning new technologies. Create and maintain technical documentation, including API documentation, knowledge base articles, troubleshooting guides, and operational procedures. Communicate clearly with internal teams and clients while promoting accountability, learning, and continuous improvement. Support operational excellence through attention to detail, ownership, and high-quality execution. Requirements: The ideal candidate has experience supporting SaaS platforms, troubleshooting technical issues, and working within agile technology environments, with strong communication and analytical skills. Bachelor’s degree in a related field preferred. 2-5 years of experience in a similar technical support or application support role within a SaaS environment. 2-5 years of experience working in an agile DevOps environment preferred. Intermediate knowledge of Python, HTML, and CSS. Hands-on experience working with databases such as PostgreSQL or Snowflake, including SQL skills. Experience troubleshooting complex technical issues using monitoring and logging tools such as Datadog. Understanding of cloud environments, including Amazon Web Services (AWS), Microsoft Azure, or similar platforms. Familiarity with Jira Service Desk or other incident management systems. Experience working with REST APIs and technical integrations. Strong problem-solving abilities with the capacity to manage multiple priorities. Excellent written and verbal communication skills when interacting with technical teams and clients. Ability to work independently, adapt quickly, and succeed in a collaborative agile environment. Benefits: Salary range of $30-$35 per hour. Remote work opportunity. Swing shift schedule: 7 PM - 4 AM EST. Medical insurance with HSA option. Dental insurance. Vision insurance. Company-paid short-term and long-term disability coverage. Company-paid life and AD&D insurance. 401(k) retirement plan with company match. 10 paid holidays. Quarterly company closure dates and holiday week closure. Flexible time off policy. 6 weeks of paid parental leave. Opportunity to work with innovative technology platforms and cross-functional teams. Contract-to-hire opportunity with an initial contract period of 1-3 months. Paid travel expenses for the required first-week onsite onboarding experience.