Technical Support Specialist (tech troubleshooting & customer experience)

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    "description": "<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Help customers solve technical problems, not just support tickets<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">We’re looking for a </span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">technically-minded problem solver</span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\"> who enjoys helping customers and is curious about how modern web applications work under the hood.<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">This is not a traditional support role<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You’ll investigate issues, work with APIs and integrations, analyze logs, reproduce bugs, and help customers successfully use our digital signage platform. You’ll work closely with both customers and engineers, often acting as the bridge between the two.<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Why this role is different<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Unlike traditional support positions, you’ll work directly with engineers, investigate real technical problems, and gain a deeper understanding of how SaaS products, APIs, integrations, and connected devices work.<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You’ll have the opportunity to grow technically, develop strong troubleshooting skills, and make a meaningful impact on both the product and customer experience.<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">You don’t need to know everything from day one</span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br></span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br></span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">We’re looking for someone with a solid technical foundation, curiosity, and the willingness to learn.</span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\"><br></span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br>What your day could look like</span></p>\n<ul>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Investigating technical issues across our platform, devices, and integrations</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Troubleshooting </span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">REST APIs, authentication flows, connectivity issues, and applet (HTML/JavaScript application) behaviour</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Analyzing logs, API responses, and technical documentation</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Using debugging tools to identify root causes</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Communicating clearly, empathetically, and professionally with customers</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Collaborating closely with engineering and product teams</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Reproducing issues and gathering technical context before escalation</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Learning programming concepts and developing a deep understanding of our products and features</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Improving internal workflows, documentation, and support quality</span></li>\n</ul>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br>You’ll excel in this role if you</span></p>\n<ul>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Like using tools, documentation, and search engines to understand a problem before reporting it</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Enjoy investigating problems and finding root causes</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Are curious about how products work beyond surface-level usage</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Find satisfaction in helping people overcome technical challenges and delivering thoughtful, well-explained solutions</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Learn quickly and are comfortable navigating unfamiliar systems</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Have an eye for detail and an instinct for spotting things that don’t look right</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Prefer problem-solving over repetitive ticket processing</span></li>\n</ul>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br>Technical background we’re looking for</span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\"><br>We’re not looking for a software engineer. However, you should already be comfortable with some basic web concepts and enjoy learning technical topics.</span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\"><br>Core requirements<br></span></p>\n<ul>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Basic working knowledge of JavaScript and REST APIs</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Understanding of HTTP requests and JSON payloads</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Browser developer tools</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Reading and understanding technical documentation</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Troubleshooting and root cause analysis<br><br></span></li>\n</ul>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Nice to have</span></p>\n<ul>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Postman or similar API tools</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">HTML and web technologies</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Experience with integrations</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Scripting or automation</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Experience reading logs and debugging applications<br><br></span></li>\n</ul>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You should feel comfortable looking at API requests, understanding what happened, identifying where a problem originates, and gathering relevant information before escalating an issue.<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">You’ll fit well with the team if you are</span></p>\n<ul>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Curious and proactive</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Reliable and comfortable taking ownership</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Organized and detail-oriented</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Strong in written and spoken English in a B2B environment</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">A collaborative team player</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Open to feedback and continuous learning</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Positive, solution-oriented, and not afraid to ask thoughtful questions<br><br></span></li>\n</ul>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">Bonus points if you have experience with </span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">technical support and/or product development, SaaS products, APIs and integrations, debugging and root cause analysis and working closely with software engineers.<br><br></span></p>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">This role might NOT be for you if</span></p>\n<ul>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You’re looking primarily for a customer success, account management, IT help desk, or infrastructure support role</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You prefer repetitive ticket handling over investigation and analysis</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You have little interest in understanding how web applications, APIs, and integrations work</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You prefer escalating technical problems rather than investigating them yourself</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">You’re looking for short-term or part-time collaboration only</span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\"><br></span></li>\n</ul>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\"><br><span style=\"font-weight: bold\">What you’ll get in return</span></span><br></p>\n<ul>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">A close knit team, where the lead will work closely with you every steps of the way to your independent successes</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Opportunity to work on products used by international enterprise digital signage customers</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Strong growth potential toward more technical responsibilities</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">No unnecessary processes that distract from learning and professional growth</span></li>\n<li><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">Small team, worldwide impact - your voice matters<br><br></span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">At the end of the day, </span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt; font-weight: bold\">we’re looking for someone who enjoys solving technical challenges, helping customers, and continuously learning</span><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\"> along the way.<br><br></span></li>\n</ul>\n<p><span style=\"color: #212529; font-family: Arial,sans-serif; font-size: 12pt\">If this sounds like the kind of environment where you’d do your best work, we’d love to hear from you!<br><br></span></p>\n<p><span style=\"color: rgb(72, 65, 63); font-weight: bold\">Click the button</span><span style=\"color: rgb(72, 65, 63)\"> in the top right corner to apply.</span></p>",
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