Technical Support Specialist (Global Remote)

Technical Support Specialist

Location: Remote (GLOBAL) 

Department: Technology

$20-$25.00/hour depending on experience

4o hours/week expectation with the majority of hours overlapping with US PST or EST Time Zone 9AM - 5PM.

This is a temporary contract role with a planned duration of 6-12 months

About the Role:

We're looking for a technically sharp, customer-obsessed problem-solver to join our support team. You won't be writing application code, but you'll be deeply comfortable in technical environments — running SQL queries to investigate data, reading JSON payloads to trace integration issues, and digging into logs to help pinpoint what went wrong and why.

You'll be the bridge between our customers and our engineering team, translating real-world problems into clear technical context and helping customers get unblocked fast. If you get satisfaction from figuring out exactly why a report returned the wrong data or why an integration stopped firing — this is your role.

What You'll Do:

Own the technical side of complex support tickets, going beyond surface-level troubleshooting to investigate root causes using SQL, log analysis, and data inspection

Query databases directly to validate customer data, reproduce reported issues, and verify fixes

Read and edit JSON to diagnose API integration issues, inspect webhook payloads, and assist customers with configuration

Write clear, thorough escalation notes that give engineers exactly what they need without back-and-forth

Collaborate with engineering on bug triage — you'll be the one who already has the logs pulled and the timeline documented

Communicate technical findings in plain language to both technical and non-technical customers

Maintain and improve internal documentation, runbooks, and troubleshooting guides

What We're Looking For:

Required:

Proven ability to write SQL queries for data investigation (JOINs, filters, aggregations)

Comfortable reading and editing JSON — API payloads, config files, webhook bodies

Experience navigating cloud or application logs to trace errors and surface relevant events

Excellent written English communication skills — you can explain something technical to a non-technical customer clearly and professionally

Strong systematic troubleshooting instincts — you form a hypothesis, test it, and document what you find

High attention to detail and ownership mentality — you don't close a ticket until you understand what actually happened

Nice to Have:

Experience with AWS CloudWatch or similar log management tools (Datadog, Sumo Logic, etc.)

Familiarity with REST APIs and how integrations work

Experience with tools like Postman or internal admin dashboards

Background in SaaS support, technical account management, or IT operations

Exposure to Zendesk, Linear, or similar support and issue-tracking platforms

Not Required:

You do not need to write application code

No formal software engineering background required