Job description · Customer support · Full-time
Technical Support Specialist job description
A technical support specialist solves product problems for software or hardware customers: login issues, integrations, bugs, and setup. They reproduce issues, document them cleanly for engineers, and explain fixes in plain English.
Responsibilities
- Troubleshoot account, configuration, and integration issues by email, chat, and screen share
- Reproduce bugs and file clear tickets with steps, screenshots, and logs
- Walk customers through setup and onboarding tasks
- Maintain technical help articles and troubleshooting guides
- Monitor status pages and communicate incidents to affected customers
- Track recurring issues and share patterns with product and engineering
Requirements
- Two or more years in SaaS, IT, or technical support
- Structured troubleshooting habits
- Comfort with browsers' developer tools, APIs, and basic SQL is a plus
- Explains technical steps in simple language
- Writes bug reports engineers can act on immediately
Tools
- Zendesk, Intercom, or Freshdesk
- Jira or Linear
- Loom
- Postman
- Chrome DevTools
What success looks like after 90 days
- Bug reports accepted by engineering without follow-up questions
- Help articles added for the top recurring issues
- Escalation rate to engineering trending down
Screening questions
Ask these before you book an interview.
- Which software products have you supported?
- Have you used Jira or another bug tracker?
- Describe the last technical issue you solved.
- This is a full-time role working set hours each business day. Can you commit to that schedule?
Interview questions
- A customer says the integration stopped syncing. Walk me through your first five steps.
- How do you write a bug report?
- Explain an API to a non-technical customer.
- Tell me about an issue you could not solve and what you did next.
Hiring tip
Give candidates a short broken scenario, such as a failing webhook, and watch how they ask questions. Good troubleshooters narrow the problem before guessing.
Technical Support Specialist hiring FAQ
What does a Technical Support Specialist do?
A technical support specialist solves product problems for software or hardware customers: login issues, integrations, bugs, and setup. They reproduce issues, document them cleanly for engineers, and explain fixes in plain English. Day to day, the role covers work such as: troubleshoot account, configuration, and integration issues by email, chat, and screen share, reproduce bugs and file clear tickets with steps, screenshots, and logs, and walk customers through setup and onboarding tasks.
How much does it cost to hire a full-time Technical Support Specialist from the Philippines?
We place a full-time Technical Support Specialist from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund. The price is a flat monthly rate for a dedicated full-time hire.
What skills should a Technical Support Specialist have?
Look for: two or more years in SaaS, IT, or technical support, structured troubleshooting habits, comfort with browsers' developer tools, APIs, and basic SQL is a plus, and explains technical steps in simple language. Common tools include Zendesk, Intercom, or Freshdesk, Jira or Linear, Loom, Postman, and Chrome DevTools.
What should a Technical Support Specialist achieve in the first 90 days?
Bug reports accepted by engineering without follow-up questions, help articles added for the top recurring issues, and escalation rate to engineering trending down.
Can I copy and edit this Technical Support Specialist job description?
Yes. Copy it with one click, edit it for your business, and post it anywhere. For a version built from your own task list, open it in our free job description generator, or book a strategy call and we will find the hire for you.
Want us to find your Technical Support Specialist?
We place a full-time Technical Support Specialist from the Philippines for $1,800 a month. Every candidate passes our top 2% vetting, starts within 14 days, and comes with a 1-week trial backed by a replacement or refund.