Hybrid Technical Support Representative

at Tive

• Job title: Technical Support Representative
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: MongoDB, SQL
• Location requirements: Hybrid, Prishtina, Kosovo

About the role

• Technical Support Representative at Tive ensuring customer satisfaction through technical issue resolution. Supporting customers by troubleshooting complex software and hardware issues across various tools and technologies.

Responsibilities

• Investigate and own complex customer issues across software and hardware
• Reproduce issues to determine whether behavior is expected, misconfiguration, or a bug
• Use internal tools, databases, APIs, and device data to identify root causes
• Document findings through clear investigation reports
• Collaborate closely with Engineering, Product, and Customer Support
• Escalate issues with proper context, data, and reproduction steps
• Communicate clearly with customers to gather the right information and explain outcomes
• Create and maintain internal guides and knowledge-base articles
• Manage multiple ongoing investigations while prioritizing impact and urgency
• Follow up to ensure issues are fully resolved and customers are informed.

Requirements

• A degree in Computer Science or equivalent hands-on experience (1+ year) in a technical role
• Experience working with REST APIs (reading, testing, troubleshooting)
• Solid understanding of databases (relational and non-relational), such as SQL Server and MongoDB
• Strong written and verbal communication skills in English
• Excellent interpersonal skills and the ability to build trust with customers and internal teams
• A problem-solving mindset and curiosity to investigate issues end to end.

Benefits

• A chance to join what may very well turn out to be the most important company in your career.
• The autonomy and resources to build what you know how to build.
• Work with a committed global team that have each others back.
• Office-based or hybrid options. Your choice.
• Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth.
• We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.