Technical Support Specialist

We are looking for a Chinese speaking Technical Support Specialist to join our team. 

If you’re passionate about solving problems, thrive in a fast-paced tech environment, and want to make an impact at a rapidly growing company - we want to meet you.

Responsibilities

• Provide Tier 2/3 support for internal and external stakeholders, ensuring top-tier service and minimal escalations to R&D
• Communicate directly with customers via email, Zendesk, and video calls
• Build and manage customer-facing support resources, including FAQs and playbooks
• Troubleshoot and resolve technical issues across a range of environments, using best practices and cross-team collaboration
• Interface with engineering, product, and customer success teams to investigate and resolve complex issues
• Monitor and prioritize incoming technical issues to ensure timely resolution
• Manage and lead critical customer escalations, including during off-hours on-call rotations

Requirements

• 2+ years of experience in a technical, customer-facing role
• Excellent verbal and written communication skills in English
• Strong troubleshooting skills with a results-driven, customer-first mindset
• Hands-on experience with logging and monitoring solutions like New Relic, Coralogix, Logz.io, Datadog, or similar
• Solid understanding of web technologies and client/server architecture
• Familiarity with web debugging tools (e.g., Chrome DevTools, Fiddler, etc.)
• Highly organized, independent, and comfortable working in a fast-moving startup environment
• Willingness to participate in a 24/7 on-call rotation for critical incidents
• Experience with SQL - Advantage
• Previous experience supporting SaaS or SDK-based platforms - Advantage
• Bachelor’s degree in Computer Science, Software Engineering, or a related field - Advantage