Technical Support Specialist
@ Hire Overseas

Hybrid
$70,000
Hybrid
Full Time
Posted 4 days ago

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Job Details

About the Technical Support Specialist Role

We are looking for a customer-focused Technical Support Specialist with hands-on experience in SaaS platforms and data analytics. You will help customers troubleshoot technical issues, optimize workflows, and maximize the benefits of our platform.

What You’ll Do

Customer Technical Support:

  • Research, troubleshoot, and resolve technical issues via email, chat, and live sessions.
  • Validate, replicate user-reported bugs and analyze logs.
  • Communicate technical solutions clearly and empathetically.
  • Guide users with troubleshooting steps and best practices.

Data & Analytics:

  • Utilize SQL queries and tools such as Sentry, Splunk, or Papertrail.
  • Analyze technical incident patterns and surface insights.
  • Document solutions and contribute to internal knowledge resources.

Cross-Functional Collaboration:

  • Partner with Engineering, Product, and Customer Success teams.
  • Support QA testing and validation for releases or bug fixes.
  • Advocate for customer experience through improved processes.
  • Contribute to support documentation, playbooks, and FAQs.

Why You’ll Want to Join

  • Paid in USD with bi-monthly schedules.
  • Up to 14 days of Paid Time Off from Day 1.
  • Holidays observed based on your location.
  • 100% remote setup with global collaboration.
  • Join a fast-growing fintech startup focused on cash flow management.

What You Bring

  • 3–5+ years in technical support in a SaaS or software environment.
  • Strong SQL skills and experience with log monitoring tools.
  • Familiarity with ticketing systems like Jira, Zendesk, or Freshdesk.
  • Excellent English communication — clear, empathetic, concise.
  • Strong analytical, troubleshooting abilities and attention to detail.
  • Organized, self-sufficient, and comfortable in a fast-paced environment.
  • Nice to have: finance, accounting, or fintech background, API integrations knowledge.

How to Apply

Please include your updated resume, a 1–2 minute Loom video introducing yourself and outlining a support case or technical project you’re proud of, and a short bullet list of SaaS tools and technical issues you’ve supported. Only candidates submitting both a resume and Loom video will be considered.

Key Skills/Competency

  • Technical Support
  • SaaS
  • SQL
  • Data Analytics
  • Troubleshooting
  • Customer Service
  • Log Monitoring
  • Collaboration
  • Documentation
  • Fintech
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How to Get Hired at Hire Overseas

🎯 Tips for Getting Hired

  • Customize your resume: Tailor it to highlight SaaS support and SQL skills.
  • Showcase technical skills: Mention troubleshooting and analytical abilities.
  • Include project examples: Use relevant work case studies and notes.
  • Prepare for interviews: Brush up on SaaS and log analysis questions.

📝 Interview Preparation Advice

Technical Preparation

Review SQL query basics and advanced functions.
Practice troubleshooting common SaaS issues with logs.
Familiarize with Sentry, Splunk, and Papertrail toolsets.
Study backend system documentation and API integrations.

Behavioral Questions

Describe a time you resolved a tough issue.
Explain how you handle stressed customer interactions.
Share an example of cross-team collaboration.
Discuss a situation requiring quick problem-solving.

Frequently Asked Questions