12 days ago

Technical Support Specialist

HiCareer

Remote
Full Time
€50,000
Remote

Job Overview

Job TitleTechnical Support Specialist
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary€50,000
LocationRemote

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Job Description

About the Role

As a Technical Support Specialist at HiCareer, you will serve as the primary technical contact for developer customers globally. This remote-first, full-time position is with a fast-growing B2B SaaS company that builds essential tools for developers to ship high-quality software. You will leverage your strong communication and problem-solving skills to ensure user success, supporting customers across more than 40 countries.

What You’ll Work On

  • Respond to technical support queries from developers via chat, email, and forums.
  • Troubleshoot issues related to API usage, integrations, or SDKs.
  • Triage bugs and collaborate effectively with the Engineering team.
  • Maintain and improve the Help Center and existing documentation.
  • Act as a crucial voice of the customer, providing product feedback to internal teams.

First 3–6 Months – Focus Areas

  • Reduce average response and resolution time for priority tickets.
  • Identify and document 10–15 top recurring issues, building comprehensive FAQs and workarounds.
  • Help define and implement a scalable support workflow, utilizing tools like Zendesk/Intercom and internal tooling.
  • Build a robust playbook for supporting new product areas as they emerge.

What They’re Looking For

  • 2–4 years of experience in customer support or technical support roles.
  • Familiarity with REST APIs, error logs, and debugging flows.
  • Bonus: Experience using tools such as Postman, GitHub, or basic terminal commands.
  • Strong communication skills and genuine empathy for technical users.
  • Based in EMEA and fluent in English.

Setup

This is a remote-first team with colleagues in product, support, and engineering primarily across Europe. Core working hours align with CET ±2. You will report directly to the Head of Customer Experience.

How to Apply

Apply directly via HiCareer and share your enthusiasm for supporting technical users in your application.

Key skills/competency

  • Technical Support
  • Customer Service
  • API Troubleshooting
  • Developer Tools
  • SaaS Support
  • Debugging
  • Documentation
  • Zendesk
  • Intercom
  • Communication

Tags:

Technical Support Specialist
customer support
technical support
troubleshooting
API usage
SDKs
bug triage
documentation
workflow optimization
playbook development
REST APIs
error logs
debugging
Postman
GitHub
terminal commands
Zendesk
Intercom
SaaS
Developer Tools

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How to Get Hired at HiCareer

  • Research HiCareer's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
  • Tailor your resume for Technical Support Specialist: Highlight experience with APIs, debugging, and developer tools using keywords from the job description.
  • Showcase problem-solving skills: Prepare to discuss specific examples of troubleshooting complex technical issues during the interview process.
  • Emphasize communication and empathy: Demonstrate how you effectively interact with technical users and provide clear, concise support.
  • Understand remote work dynamics: Be ready to discuss your experience and strategies for thriving in a remote-first, EMEA-based team environment.

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