Senior Technical Support Specialist

About the role

This hybrid position is based at Estarta’s Amman headquarters and supports PracticeTek’s U.S. Pacific‑time operations. You will own complex, customer‑facing technical escalations, lead enterprise onboarding, and help strengthen the support function through documentation and mentorship.

Key responsibilities

• Act as a Tier 2/Tier 3 escalation resource for API, integration, authentication, and platform performance issues.
• Perform root‑cause analysis using logs, diagnostics, and API behavior.
• Lead advanced customer onboarding, deployment, and website/platform configuration.
• Create knowledge‑base articles, runbooks, and technical playbooks.
• Mentor team members on troubleshooting methodology and escalation ownership.
• Collaborate with Product, Engineering, and Customer Success using Salesforce, Jira, and Asana.

Required profile

• 5+ years in technical support, IT support, SaaS operations, or systems administration.
• Hands‑on experience troubleshooting APIs, integrations, and authentication.
• Working knowledge of HTML, CSS, JavaScript, and website platforms such as WordPress or Squarespace.
• Strong written and verbal communication with the ability to manage high‑impact priorities independently.
• Prior mentorship, subject‑matter‑expert, or senior‑agent experience.
• Willingness to work aligned with U.S. Pacific Time.
• Healthcare or practice‑management SaaS experience is a plus.

Required skills

• APIs and integration troubleshooting
• Authentication mechanisms
• HTML, CSS, JavaScript
• WordPress, Squarespace (or similar website platforms)
• Salesforce
• Jira
• Asana
• Log analysis and diagnostics