Global Technical Support Specialist

We are looking for a dynamic and detail-oriented International Technical Support Specialist to join our growing team. In this role, you will be the first line of defense for global clients, triaging incoming support tickets and delivering timely, high-quality resolutions. This position is specifically designed to support international time zones outside of standard US business hours, making you a critical part of ensuring seamless 24/7 service continuity for our clients worldwide.

Triage and manage incoming support tickets, prioritizing based on urgency, client impact, and SLA requirements

Provide technical support to international clients via email, chat, and phone across non-US time zones

Diagnose client issues, clearly communicate solutions, and follow through to resolution

Maintain accurate and structured documentation of issues, resolutions, and recurring trends

Escalate complex or unresolved issues to the appropriate internal teams with thorough context and detail

Collaborate cross-functionally to drive timely resolution of escalated cases

Assist with project coordination and task tracking to ensure client commitments are met on time

Contribute to continuous improvement of support processes, knowledge bases, and documentation standards

Proven experience in technical customer support, preferably serving international clients

Strong written and verbal communication skills with the ability to explain technical concepts clearly

Experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira)

Excellent documentation and reporting skills

Strong problem-solving mindset with sharp attention to detail

Ability to work independently during non-US hours and thrive in a fast-paced, globally distributed environment

Comfortable managing competing priorities and handling multiple open cases simultaneously

Multilingual communication skills

Experience in a SaaS or IT services environment

Familiarity with project management tools (e.g., Asana, Monday.com, ClickUp)

Exposure to ITIL frameworks or structured support methodologies