Support Operations Specialist

About the role

The Support Operations Specialist will work closely with the Customer Support team to unblock issues, investigate root causes, and provide effective workarounds. This role also involves reporting bugs, contributing to documentation, and proposing infrastructure improvements to ensure high service quality.

Key responsibilities

• Unblock customer‑support‑driven issues and create actionable items.
• Investigate problems, perform root‑cause analysis and validate against product requirements.
• Provide workarounds and report bugs or product suggestions to the product management team.
• Contribute to troubleshooting guides and internal knowledge documentation.
• Propose infrastructure or system configuration changes to address production problems.
• Participate in incident reporting and escalate issues within SLA timeframes.

Required profile

• Hardworking problem‑solver who embraces challenges and persists through obstacles.
• Resourceful, flexible and self‑accountable with strong verbal and written English communication.
• Curious about technology, eager to learn how customers use the product.
• Team‑oriented, empathetic and able to teach customers of varying technical levels.
• Self‑aware and adaptable to changing environments, follows through on commitments.

Required skills

• Experience supporting .Net‑based web applications.
• Ability to debug applications, analyze traces and logs, and work with L3 teams.
• Proficiency in writing T‑SQL queries, stored procedures and functions.
• PowerShell scripting for automation of recurring tasks.
• Knowledge of server‑side languages such as C# and .NET Core.
• Proficient use of JIRA for request tracking and escalation.
• Understanding of software architectures, API design and distributed systems.
• Familiarity with SDLC, software quality best practices, system administration and networking.