Technical Support Specialist (L2/L3)

About the role

Join Auditdata’s Customer Care team as a Technical Support Specialist (L2/L3). You will handle a live ticket queue, resolve complex technical issues, and maintain relationships with a portfolio of enterprise accounts.

Key responsibilities

• Respond to customer inquiries within SLA, troubleshoot software and hardware issues, and document replication steps for engineering.
• Drive escalations to Product Management, work with Development and DevOps to resolve bugs, and handle hardware service requests.
• Maintain accurate case records in the Helpdesk/CRM and keep customers informed throughout the process.
• Act as product subject‑matter expert, guide customers through system setup, provide training, and test new releases.
• Create and maintain Knowledge Base articles, review and retire outdated content, and peer‑review first‑line contributions.
• Own support relationships for named enterprise accounts, lead weekly ticket review calls, produce root‑cause analysis reports, and build dashboards in the Helpdesk/CRM.

Required profile

• At least 5 years of customer‑facing technical support experience, including 2nd/3rd line support via phone, email, and remote tools.
• Strong reporting skills in HelpDesk or other CRM systems and experience with SLA, incident, problem, and escalation management.
• Fluent written and verbal English, capable of authoring documentation and chairing customer meetings.
• Willingness to work across APAC, European, and North American time zones.

Required skills

• Hands‑on experience with HelpDesk/CRM platforms.
• Knowledge of SLA management processes (incident, problem, escalation).
• Technical writing for Knowledge Base articles, runbooks, and support documentation.
• Troubleshooting cloud and SaaS solutions such as CRM, CMS, and ERP systems.

What we offer

• Long‑term, secure engagement with a stable product development company.
• Flexibility with a remote work model and flat management structure.
• Learning opportunities, professional development, certifications, and paid trainings.
• Great company values, ethics, and a high‑business‑standards environment.