Technical Support Specialist

Join a global leader in logistics analytics and supply chain intelligence. Our platform processes massive datasets to help the world's largest enterprises optimize their global spend and recovery are looking for a Technical Support Specialist.

In this fully remote role, you will be the critical bridge between our client-facing teams and our engineering department, ensuring that every bug, feature request, and system defect is analyzed, prioritized, and solved with precision.

Responsibilities

Intake & Technical Assessment

• Serve as the primary intake point for bugs, defects, enhancements, and development requests.
• Assess incoming issues for severity, impact, urgency, and scope.
• Categorize and prioritize work based on business impact, client commitments, and engineering capacity.
• Recreate and/or verify end-user bug reports to ensure accuracy and clarity before they enter the dev queue.

Triage & Workflow Management

• Break down complex requests into clear, actionable tasks or tickets with specific acceptance criteria.
• Route work to the appropriate engineering team or individual.
• Coordinate with Product and Engineering leadership to align priorities and resolve conflicts.
• Ensure high-priority and production-critical issues are escalated and addressed promptly.

Cross-Functional Liaison

• Act as the primary translator between Engineering, Product, Operations, and Client Success teams.
• Convert non-technical client feedback into technical requirements and vice versa.
• Provide transparent status updates and timelines to internal and external stakeholders.

Process & Quality Engineering

• Maintain clean, organized backlogs in Jira or similar ticketing ecosystems.
• Track trends in defects and recurring bottlenecks to inform long-term process improvements.
• Support post-incident reviews and root-cause analysis for major system issues.

Requirements:

• Experience: 1–2 years in Technical Support, Application Support, or Product Operations.
• Systems: Mastery of Jira and modern ticketing systems is a must.
• Domain Knowledge: Experience in Logistics or Supply Chain is a significant advantage.
• Technical Edge: Basic coding skills (SQL, Python, or the ability to read logs) is a big plus and will help you investigate issues more deeply.
• Communication: Superior ability to explain technical problems to non-technical people.
• Problem-Solver: A "detective" mindset with a passion for figuring out why things break and how to fix them.