Support Tech Specialist (STS) – Advanced Technical Support Engineer

About the role

The Support Tech Specialist (STS) provides advanced technical support for SaaS solutions. You will act as a bridge between customer‑facing teams and engineering, ensuring issues are resolved quickly and services remain reliable.

Key responsibilities

• Respond to complex queries from support teams and troubleshoot advanced problems.
• Analyze logs and configurations, collaborate with software vendors on escalated tickets.
• Design and maintain metrics, alerts, dashboards, and SLA reporting for service uptime and response times.
• Develop automation scripts, deployment pipelines, and review code to prevent failures.
• Own the full lifecycle of SaaS solutions post‑implementation, including internal integrations.

Required profile

• 3+ years in technical support for software applications.
• 3+ years programming experience with Python, Java or NodeJS.
• 3+ years administering Windows and Linux environments, scripting with Bash and PowerShell.
• 1+ year experience in pipeline automation or DevOps functions.
• 1+ year working in Agile environments and using ticketing systems.
• Advanced knowledge of cloud platforms (Google Cloud, Azure, AWS) is a plus.
• Professional English proficiency and a Bachelor’s degree in Systems (or currently enrolled).

Required skills

• Python
• Java
• NodeJS
• Bash
• PowerShell
• Windows
• Linux
• Enterprise networking
• OS policies and software installation
• Pipeline automation
• DevOps
• Agile methodologies
• Ticketing systems
• Google Cloud
• Azure
• AWS
• Zoom
• Slack
• Webex
• Cisco CCNA