Information Technology Service Management Specialist

Job Title: Technical Support Engineer – Service Management

Location:

Exp Range

Compensation

About the Role

Technical Support Engineer

In this role, you'll be the go-to expert for resolving complex technical issues across a powerful enterprise cloud platform. From troubleshooting unexpected behaviors to answering intricate technical queries, you'll play a pivotal role in ensuring platform stability and user satisfaction.

Key Responsibilities

• Own and resolve customer-reported issues through web, chat, email, case updates, and phone support
• Analyze system logs, code snippets, and configurations to isolate root causes and recommend solutions
• Leverage platform knowledge to provide guidance and best practices to customers
• Collaborate with internal product and engineering teams on complex, cross-functional cases
• Contribute feedback to improve documentation, platform features, and internal processes
• Maintain high levels of customer satisfaction through empathy, clear communication, and technical expertise

What We’re Looking For Must-Have Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent experience)
• Strong analytical and problem-solving mindset with attention to detail
• Ability to read and analyze system logs and apply standard debugging techniques
• Basic understanding of object-oriented programming and web application architecture
• Proficiency in at least one scripting language (e.g., JavaScript, Python, Unix Shell, Windows Shell)
• Hands-on experience with debugging JavaScript code
• Familiarity with tools used in enterprise support: ticketing systems, knowledge bases, and escalation protocols
• Excellent verbal and written communication skills

Nice-to-Have / Bonus Skills:

• Exposure to Eclipse IDE
• Experience supporting or implementing IT Service Management (ITSM) tools
• Background in troubleshooting e-commerce applications (catalog, shopping cart, payment systems)
• Experience working in a SaaS support environment

Why Join Us?

• Be part of a team that values curiosity, collaboration, and customer focus
• Gain exposure to cutting-edge cloud platform technologies
• Continuous learning and professional development
• Work in a supportive culture that fosters growth and innovation

If you're driven to solve challenging problems and create meaningful customer impact, we’d love to hear from you.