Job description

Our client is seeking a highly experienced and customer-focused Senior Technical Support Specialist to join their growing support team. This role is essential for providing advanced technical assistance and troubleshooting for our complex software products. The Senior Technical Support Specialist will serve as a point of escalation for challenging technical issues, guide and mentor junior support staff, and contribute to the development of knowledge base articles and support processes. The ideal candidate will have a deep technical aptitude, excellent problem-solving skills, and a passion for delivering outstanding customer service. Key Responsibilities: Provide advanced technical support to customers via phone, email, and chat for complex software-related issues. Diagnose, troubleshoot, and resolve technical problems, including software bugs, configuration issues, and integration challenges. Escalate unresolved issues to appropriate internal teams (e.g., development, product management) with detailed problem descriptions. Create and maintain comprehensive documentation, including troubleshooting guides, FAQs, and knowledge base articles. Mentor and train junior technical support specialists, sharing knowledge and best practices. Identify trends in customer issues and provide feedback to product development teams for product improvement. Participate in on-call rotations to provide after-hours support as needed. Manage customer expectations and ensure timely resolution of support tickets. Contribute to the continuous improvement of support processes and tools. Assist in developing and delivering training materials for customers and internal teams. Maintain a high level of customer satisfaction. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. 5+ years of experience in technical support, preferably with complex software products. In-depth knowledge of operating systems (Windows, macOS, Linux) and networking concepts. Proficiency in scripting languages (e.g., Python, Bash) is a strong asset. Experience with database systems (e.g., SQL) and cloud platforms (e.g., AWS, Azure) is a plus. Exceptional analytical and problem-solving skills. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. Strong customer service orientation and interpersonal skills. Ability to work independently and as part of a team in a fast-paced environment. Experience mentoring or leading junior team members is highly desirable. This role is based in **Sacramento, California, US**, and operates on a hybrid model. Our client offers a competitive salary, comprehensive benefits package, and excellent opportunities for professional development.

Requirements