Technical Support Specialist (L1)

Experience & Communication

• Proven experience in a fast-paced SaaS environment. Brownie points: you’ve been developing a technical personal project (please share a link to your repository and a brief description of the project and your role)
• Experience in a support role, handling tickets and documentation.
• Fluent written and verbal English; you can make the complex feel simple.

Technical Ambition

• You already understand what an API is - now you want to break it down.
• You are hungry to move beyond basic fixes and master Postman, Webhooks, SQL/Databases, and technical troubleshooting.
• You have a clear ambition to grow into L2 and then Integration Engineering.

The Bottom Line: If you are a curious, technical self-starter who prefers investigating a log file to reading a script, we want to talk to you.

• Incident Management: Act as the primary responder for all incoming support requests via Jira, email, and Slack. Prioritize and categorize tickets based on urgency and impact.
• Technical Troubleshooting: Resolve low complexity technical issues, ensuring timely and accurate solutions for customers.
• Case Documentation: Maintain detailed and accurate logs of customer interactions via Jira notes to ensure a seamless audit trail
• Escalation: Identify and "warm-handoff" complex technical bugs or service outages to L2/L3 teams with comprehensive reproduction steps.
• Knowledge Contribution: Draft and update internal and customer-facing Help Center articles to promote user self-service..
• Product Advocacy: Monitor recurring user pain points and provide actionable feedback to the Product and Engineering teams to influence the software roadmap.

Things we can offer you…

• We are a successful, fast-growing SaaS company serving global enterprise clients;
• We are fully remote within EEA;
• Your choice of top-tier hardware (MacBook Pro or Lenovo) and any additional gear you require;
• Cost reimbursement for upskilling: executive coaching, conferences, and continuous growth;
• Access to a comprehensive premium business support services package, including premium private healthcare, wellness programs, and more!

Should you have any questions, you may contact us at people@openloyalty.io.

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Thanks! Can't wait to meet you!