Software Support

Description

abra professional services is seeking Technical Support Specialist to provide top-tier support to customers worldwide via email, Zendesk ticketing system, and phone calls. In this role, you will handle complex technical issues, analyze logs, and develop a deep understanding of SaaS workflows. The position requires strong analytical skills to perform Root Cause Analysis (RCA), deliver creative solutions, and clearly communicate technical explanations in English — including guiding users in cases of incorrect usage.

Key Responsibilities

Ticket Management

Manage support tickets using Zendesk, ensuring full documentation and adherence to SLA (Service Level Agreement).

Technical Troubleshooting

Analyze log files and use tools such as Elasticsearch, Kibana, or similar platforms to identify and resolve issues.

Root Cause Analysis

Diagnose whether issues stem from system bugs or user errors, including proper documentation in bug tracking systems.

Collaboration with R&D

Open and manage bugs in Azure DevOps, including attaching logs, screenshots, and detailed technical information.

Customer Communication

Provide clear, professional responses in English, including technical explanations, guides, and references to the Knowledge Base.

Documentation & Knowledge Sharing

Maintain and update FAQs, create user guides, and support internal knowledge transfer across teams.

Escalation Management

Escalate complex issues to higher-tier support when necessary.

Requirements

Requirements

• Full professional proficiency in English (written and spoken) – mandatory
• Previous experience in Technical Support / NOC / Helpdesk – mandatory
• Experience working with Zendesk – strong advantage
• Familiarity with bug tracking systems such as Azure DevOps or similar – mandatory
• Experience reading logs and understanding common protocols (HTTP, APIs, JSON) – mandatory
• Familiarity with SaaS systems and integration processes – mandatory
• Strong customer service mindset, patience, and the ability to explain technical concepts to non-technical users – mandatory