We are looking for a
Tier II Customer Support Specialist
with strong technical aptitude to act as the bridge between our front-line customer support team (Tier I) and our development team.
Your role will be to help interpret customer issues that require technical insight, and ensure clear, effective communication between non-technical and technical stakeholders.
Must-have requirements:
- Ability to understand and explain REST APIs and webhooks
- Comfortable reading and interpreting technical documentation
- Ability to troubleshoot and reproduce issues reported by customers
- Strong written English communication skills (spoken English is a plus)
- Experience working with customer support or technical support teams
Nice-to-have (but not required):
- Experience with messaging and asynchronous APIs (e.g. WhatsApp Cloud API, Telegram Bots, etc.)
- Familiarity with bot automation flows and configuration logic
- Ability to read and understand source code (any language, ideally JavaScript, Python, or Ruby)
- Hands-on experience with tools like Postman or curl for API testing
- Experience in a SaaS environment or with messaging platforms
- Experience creating technical documentation or internal troubleshooting guides
You don't need to be a developer, but you should be technical enough to understand how things work and explain them clearly.