Senior IT Support Engineer providing high - quality support and managing IT services at Pepperstone. Delivering proactive improvements and championing security best practices in a global environment.
About the role
- Technical Customer Support Specialist at Plusgrade providing solutions for customers in travel tech. Collaborating with teams to enhance customer journeys and streamline technical support processes.
Responsibilities
- Act as first point of contact for technical support inquiries.
- Ensuring effective troubleshooting and debugging so our engineering team can provide accurate and prompt resolution of customer issues.
- Support onboarding with connectivity and technical challenges to ensure smooth go-lives.
- Equip internal teams with the latest product and troubleshooting knowledge.
- Ensure internal and external facing documentation is always updated.
- Liaise with team lead and product owners to preempt potential issues by participating in UATs for new features or product enhancements.
- Provide customer feedback, ensure a seamless customer experience, and collaborate with the product team to address the most common issues.
- Track and analyze key support KPIs to identify trends and drive improvements along with the Support Team Lead.
Requirements
- 2+ Years of experience in technical support, preferably in a SaaS environment.
- Proficiency with browser developer tools (e.g., Chrome Developer Tools) for debugging web applications.
- A Solid understanding of APIs, JSON, and data flow troubleshooting.
- Familiarity with API testing tools (e.g., Postman) for testing and debugging.
- Basic SQL knowledge (e.g., MySQL, PostgreSQL) for investigating data-related issues.
- Fluency in English is required; additional languages are considered a strong asset.
Benefits
- Flexible Paid Time Off
- Travel Experience Perk
- Annual Wellness Perk
- Commuter Perk
- Tenure-based Work From Anywhere Program
- Parental Leave Top Up
- Adventure Pass
- Learning Allowance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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