Technical Support Specialist

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in Ireland.** This is an exciting opportunity to join a fast-growing, globally distributed environment at the forefront of business messaging technology. The role combines technical troubleshooting, customer interaction, and cross-functional collaboration to deliver exceptional support experiences. You will work closely with clients, partners, and internal teams to resolve complex API-related issues and help organizations maximize the value of messaging platforms. The position offers significant exposure to modern communication technologies, web development concepts, and large-scale B2B ecosystems. Ideal for technically minded professionals with strong communication skills, this role provides the chance to deepen expertise while contributing to innovative messaging solutions in a fully remote setting. ### Accountabilities: The Technical Support Specialist will serve as a key point of contact for customers and partners, ensuring timely issue resolution and delivering high-quality technical support across multiple channels. - Provide technical support through tickets, chat, email, and virtual meetings, ensuring excellent customer experiences. - Troubleshoot and resolve issues related to APIs, integrations, and messaging platform functionalities. - Collaborate with second-level support teams to identify root causes and implement effective solutions. - Guide customers and partners through platform features, onboarding processes, and best practices within the business messaging ecosystem. - Work closely with internal commercial and onboarding teams to ensure smooth customer journeys and successful implementations. - Communicate with external platform representatives when required to escalate or resolve complex technical issues. - Maintain accurate documentation of support cases, resolutions, and recurring issues to improve operational efficiency. - Contribute to process improvements and help identify opportunities to enhance support quality and customer satisfaction. ## Requirements: The ideal candidate combines strong technical knowledge with customer-centric communication skills and a passion for solving complex problems. - 3 to 4 years of experience in technical support, customer support, or related roles. - Degree in Computer Science, Information Technology, Engineering, or a related field. - Strong understanding of web technologies, including HTML, JavaScript, CSS, and APIs. - Hands-on experience working with REST APIs and Webhooks. - Solid knowledge of technical fundamentals and experience using helpdesk or ticketing systems. - Professional proficiency in English (C1 level or above) and fluency in at least one additional language. - Excellent troubleshooting and analytical problem-solving skills. - Strong communication and interpersonal abilities, including active listening and customer empathy. - Proven ability to manage multiple priorities effectively in fast-paced environments while maintaining attention to detail. - Interest in developing expertise within more advanced technical support environments. **Nice to have:** - Experience with WhatsApp Business API or Meta Graph API. - Programming knowledge in SQL, JavaScript, Python, React, or similar technologies. - Familiarity with monitoring and observability tools such as Grafana. - Previous people management experience. - Additional language capabilities. ## Benefits: - Fully remote, contract-based opportunity with the flexibility to work from anywhere. - Competitive annual compensation ranging from **€20,000 to €30,000**, depending on experience and qualifications. - Opportunity to work within an innovative and rapidly evolving business messaging industry. - Collaboration with experienced professionals and technology experts in an international environment. - Continuous learning opportunities and exposure to…