Technical Support Specialist
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What you'll do
- Act as the first point of contact for customers via email, phone, and ticketing platforms.
- Troubleshoot product, API, integration, configuration, XML/JSON, and invoicing workflow issues.
- Analyze logs, error messages, payloads, and system responses to identify and resolve technical issues.
- Collaborate with Engineering and Product teams across different geographies on complex issues and escalations.
- Manage support cases from initial investigation through resolution, ensuring SLA adherence and regular customer updates.
- Support critical incidents, document solutions, and contribute to knowledge base and support process improvements.
What they're looking for
- 1–2 years of experience in Technical Support, Product Support, SaaS Support, or Application Support.
- Strong SQL and ITIL knowledge, with experience in API debugging and technical troubleshooting.
- Ability to understand and work with APIs, XML/JSON, logs, integrations, and error responses.
- Strong business English and excellent written and verbal communication skills.
- Customer-focused, analytical, organized, and comfortable working with both technical and non-technical stakeholders.
Nice to have
- Experience working with international or distributed teams is a plus.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Company Description
👋🏼 We're Nagarro. We are a digital product engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18 000+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in! By this point in your career, it is not just about the tech you know or how well you can code. It is about what more you want to do with that knowledge. Can you help your teammates proceed in the right direction? Can you tackle the challenges our clients face while always looking to take our solutions one step further to succeed at an even higher level? Yes? You may be ready to join us.
Job Description
We're looking for a Technical Support Specialist to join our team and help customers successfully navigate B2B e-invoicing solutions. In this role, you'll combine strong customer communication with technical troubleshooting, investigating issues related to APIs, integrations, configurations, and invoicing workflows. You'll work closely with international Engineering and Product teams to resolve complex issues and ensure customers receive clear, timely, and professional support.
Work model: Hybrid – 3 days per week in the office, 2 days remote.
Act as the first point of contact for customers via email, phone, and ticketing platforms.
Troubleshoot product, API, integration, configuration, XML/JSON, and invoicing workflow issues.
Analyze logs, error messages, payloads, and system responses to identify and resolve technical issues.
Collaborate with Engineering and Product teams across different geographies on complex issues and escalations.
Manage support cases from initial investigation through resolution, ensuring SLA adherence and regular customer updates.
Support critical incidents, document solutions, and contribute to knowledge base and support process improvements.
Qualifications
1–2 years of experience in Technical Support, Product Support, SaaS Support, or Application Support.
Strong SQL and ITIL knowledge, with experience in API debugging and technical troubleshooting.
Ability to understand and work with APIs, XML/JSON, logs, integrations, and error responses.
Strong business English and excellent written and verbal communication skills.
Customer-focused, analytical, organized, and comfortable working with both technical and non-technical stakeholders.
Experience working with international or distributed teams is a plus.
Company
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