Support Escalation Specialist

Talent Hunter is looking for a Support Escalation Specialist to join an international SaaS company.

We are looking for a technically skilled professional who enjoys solving complex problems, investigating challenging customer cases, and improving support processes through automation and AI tools.

In this role, you will work closely with customers, Product, and Engineering teams to resolve technical escalations, identify root causes, and turn recurring issues into long-term solutions.

Key Responsibilities

• Take ownership of complex technical escalations and drive them through to resolution
• Troubleshoot APIs, HTTP requests, integrations, logs, and automation workflows
• Work directly with customers to resolve technical issues and provide a high-quality support experience
• Collaborate with Product and Engineering teams to identify root causes and drive product improvements
• Support and mentor other team members, sharing technical knowledge and best practices
• Improve workflows, documentation, and support processes using AI tools and automation

Requirements

• 3+ years of experience in Technical Support, Tier 2 Support, or Technical Escalations within a SaaS environment
• Hands-on experience with API troubleshooting, integrations, HTTP requests, and technical investigations
• Strong problem-solving, communication, and customer relationship management skills
• Ability to prioritize complex cases, manage customer expectations, and work effectively under pressure
• Proactive mindset with a focus on continuous improvement and root cause analysis
• Excellent written and spoken English

Nice to have

• Practical experience with or a strong interest in using AI tools such as Claude and automation platforms such as Zapier, Make, or n8n
• Experience with Jira and Intercom
• Experience mentoring support teams in a distributed environment

If you think this is the right challenge for you, please send us a recent CV in English. Only shortlisted candidates will be contacted.

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