Technical Support Specialist

We are looking for a Technical Support Specialist to provide expert assistance for our suite of Ahoy products. In this role, you will support both internal teams and external customers by diagnosing technical issues, ensuring smooth product adoption, and collaborating with the engineering team to resolve challenges efficiently.

This role requires strong problem-solving skills, solid software and web technologies knowledge, proactiveness in implementing quick fixes, and the ability to communicate technical solutions effectively.

Key Responsibilities

·       Provide first-line technical support for products under Ahoy, assisting customers via email, chat, and phone.

·       Troubleshoot product issues, including system errors, API integrations, mobile SDK implementation, and platform functionalities.

·       Analyze logs and debug errors to identify root causes and escalate complex issues to engineering teams when necessary.

·       Assist with onboarding and training for clients, helping them integrate and maximize product capabilities.

·       Document incidents on a regular basis along with their technical solutions, and create knowledge base articles for internal and external use.

·       Collaborate with the product and engineering teams to provide feedback on common issues and suggest improvements.

·       Monitor system health and performance, proactively identifying and addressing potential issues before they impact customers.

·       Support new feature releases, ensuring customers have the resources needed to adopt updates effectively.

Requirements

·       2+ years of experience in technical support, product support, or IT helpdesk roles.

·       Strong understanding of APIs, SDKs, and cloud-based platforms (experience with Azure Cloud, navigation, logistics, or aviation-related technologies is a plus).

·       Familiarity with tools like Postman, API monitoring platforms, and log analysis tools.

·       Excellent troubleshooting skills, with the ability to diagnose both technical and user-related issues.

·       Strong communication skills, capable of simplifying complex technical concepts for non-technical users.

·       Experience working with ticketing systems.

·       Basic knowledge of SQL, JSON, and debugging tools is a plus.

·       Ability to work in a fast-paced environment and manage multiple customer inquiries efficiently.

·       Self-motivated with the ability to work independently in a remote environment and manage multiple priorities.

Preferred Qualifications

·       Prior work with knowledge base creation or technical documentation.

·       Experience in navigation, logistics, or aviation technologies (e.g., mapping, routing, GPS systems).

·       Prior experience supporting SaaS products or API-driven platforms.

·       Exposure to programming/scripting (e.g., Python, JavaScript) for troubleshooting automation.

·       Relevant certifications (e.g., CompTIA A+, ITIL, Azure Cloud, or any experience with other cloud providers) are a plus.