Support Executive

On-Site

Full-time

We are looking for a Logically-Minded Technical Support Executive who acts as a bridge between our users and our products. You aren't just a "ticket-handler"; you are a problem solver who can dive into browser consoles, inspect API responses, and speak the language of our developers. If you have a passion for understanding "how things work" and can translate complex technical issues into clear solutions, this role is for you.

What You Will Own:

Subject Matter Expertise: Proactively explore every feature, edge case, and update. You should be the person the developers turn to when they need to know how a specific user workflow currently functions
Zero-Breach SLA Management: Monitor response and resolution times relentlessly. You are responsible for ensuring every customer receives a high-quality, timely response
Technical Bridge: Translate user issues into high-context bug reports (Jira/Linear). Because you understand the application properly, your reports should include the specific "logic break" identified during your investigation
End-to-End Ownership: From the moment a ticket is opened until the user confirms the fix, you take full responsibility for the communication and resolution
Logic-Driven Triage: Distinguish between a "user error," a "UI bug," and a "critical backend failure" within minutes of investigation

What This Role Is NOT:

×No Sales: You are focused on product support, not business development or sales
×No Development: You diagnose and report issues, not write code to fix them

Who We Are Looking For:

Experience: 1-3 years of experience in technical support or customer service
Product Understanding: Ability to learn complex software inside-out, understanding not just what features do, but the logic and workflows triggered behind the scenes
Diagnostic Mastery: Proficiency in Chrome DevTools and Postman to trace how applications communicate with servers
SLA Discipline: Ability to manage ticket queues so that SLAs never reach their limit
Communication: Excellent written and verbal communication skills with strong problem-solving and analytical abilities
Tool Experience: Experience with ticketing systems and bug tracking tools (Jira/Linear preferred)

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