Technical Support Specialist Tier III

Summary

Join Sweed as a Technical Support Specialist III and become a key player in ensuring exceptional customer experiences. Working remotely with flexible hours, you will provide advanced technical support, troubleshoot complex issues, and collaborate with cross-functional teams. You will also contribute to training materials, communicate product updates, and maintain support records. This role requires proficiency in SQL, experience with API testing, and familiarity with project management and log management systems. Sweed offers a comprehensive benefits package including health insurance, paid parental leave, paid time off, and paid holidays.

Requirements

• Proficiency in SQL, including knowledge of JOINs and 1-2 years of experience writing queries
• Ability to inspect web requests for troubleshooting
• Basic knowledge of Python for data analysis
• Familiarity with Postman or similar tools for API testing and debugging
• Previous experience in quality assurance or support for a complex product
• Proficiency with project management tools like JIRA
• Experience with log management systems like Kibana, Splunk, or similar

Responsibilities

• Resolve advanced customer inquiries related to product features and technical issues
• Troubleshoot and resolve complex technical problems in a timely manner
• Collaborate with cross-functional teams to address and solve technical challenges
• Provide feedback to product and development teams based on customer input
• Assist in developing training materials and support procedures
• Communicate product updates and changes to customers
• Maintain records of support requests and issues
• Build and update a knowledge base of FAQs and solutions
• Stay updated on product knowledge and industry trends
• Suggest improvements to support processes
• Test new features to ensure they meet customer requirements

Benefits

• Medical, dental, vision, and other health insurance options
• Paid parental leave
• Paid company observed holidays
• Generous paid time off