Technical Support Specialist

Technical Support Specialist (POS-131)

About Us:

As a Technical Support Specialist at Kenility, you’ll join a tight-knit family of creative developers, engineers, and designers who strive to develop and deliver the highest quality products into the market.

Technical Requirements:

Bachelor’s degree in Computer Science, Software Engineering, or a related field.
Strong ability to communicate effectively with both technical and non-technical stakeholders.
Proficiency in tools such as SQL (PostgreSQL/MySQL), Postman, MongoDB, and AWS CloudWatch for diagnostics and data analysis.
Basic knowledge of software development concepts and workflows.
Solid analytical thinking and troubleshooting capabilities.
Capacity to manage multiple priorities and remain effective in high-pressure situations.
Familiarity with support platforms like Zendesk, issue tracking systems such as Jira, and documentation tools like Confluence is a plus.
Exposure to cloud services like AWS or Google Cloud is desirable.
Background in SaaS or experience within the tech industry is considered an advantage.
Minimum Upper Intermediate English (B2) or Proficient (C1).

Tasks and Responsibilities:

Receive, categorize, and assign priority to support tickets through Zendesk, assessing both urgency and scope.
Troubleshoot and replicate issues using Postman, SQL databases (PostgreSQL/MySQL), MongoDB, and AWS CloudWatch logs.
Detect API failures, irregularities in data, and infrastructure-related problems.
Escalate unresolved or high-priority incidents by creating well-documented tickets in Jira.
Serve as the main point of contact for support across various development teams, enhancing coordination and response times.
Work in close partnership with Product Managers, Engineering Managers, and Developers to ensure effective issue resolution.
Record the full issue lifecycle in Confluence, including investigation, resolution steps, and key takeaways.
Keep troubleshooting documentation updated and contribute to internal knowledge resources.
Offer insights to refine processes, improve product reliability, and enhance user satisfaction.