Support Operations Specialist (Night Shift)

Accountabilities: Take ownership of moderate-to-complex customer support cases, resolving advanced technical issues involving platform performance, data corruption, APIs, and integrations. Lead technical investigations and troubleshooting activities, applying in-depth product and technical knowledge to identify root causes and deliver effective solutions. Provide informal mentorship to junior support engineers through ticket reviews, knowledge sharing, technical guidance, and shadowing sessions. Identify opportunities to improve support operations and contribute to implementing enhancements such as support macros, streamlined escalation procedures, and improved reporting. Collaborate with Engineering, Product, and Customer Success teams to support bug prioritization, manage escalated cases, and coordinate customer communication. Lead technical troubleshooting during high-priority customer incident calls, ensuring issues are investigated and managed effectively. Act as the first technical escalation point for Intern and Associate Engineers, resolving complex cases independently whenever possible and reducing unnecessary escalation to Engineering. Contribute to a consistent, efficient, and customer-focused support experience through proactive problem-solving and continuous process improvement. Requirements: Approximately 2–4+ years of experience in technical support, with a demonstrated ability to independently manage and resolve complex technical issues. Advanced knowledge of relevant technical systems and product environments, including SQL optimization, basic scripting, and in-depth API debugging. Proven experience handling customer escalations, managing challenging interactions, and de-escalating sensitive situations professionally. Strong troubleshooting, analytical, and problem-solving skills, with the ability to investigate issues and identify root causes. Experience mentoring, coaching, or informally training junior team members. Strong collaboration and communication skills, with the ability to work effectively across technical and customer-facing teams. Project management capabilities and the ability to take ownership of support initiatives and process improvements. Ability to work autonomously, manage competing priorities, and act as a reliable escalation point. Willingness and availability to work night shifts. Benefits: Remote working arrangement. Full-time employment. Competitive salary. Company stock options. Comprehensive medical coverage and group medical insurance. Term life insurance and accidental insurance. Paid time off and maternity leave. Unlimited access to online professional development courses for personal and career growth. People manager development programs. Flexible working environment designed to support work-life balance. Office-based perks, including a fully stocked kitchen with snacks and beverages.