Software Support

abra professional services is seeking Technical Support Specialist to provide top-tier support to customers worldwide via email, Zendesk ticketing system, and phone calls.

In this role, you will handle complex technical issues, analyze logs, and develop a deep understanding of SaaS workflows. The position requires strong analytical skills to perform Root Cause Analysis (RCA), deliver creative solutions, and clearly communicate technical explanations in English — including guiding users in cases of incorrect usage.

Key Responsibilities:

• Ticket Management:
• Manage support tickets using Zendesk, ensuring full documentation and adherence to SLA (Service Level Agreement).
• Technical Troubleshooting:
• Analyze log files and use tools such as Elasticsearch, Kibana, or similar platforms to identify and resolve issues.
• Root Cause Analysis:
• Diagnose whether issues stem from system bugs or user errors, including proper documentation in bug tracking systems.
• Collaboration with R&D:
• Open and manage bugs in Azure DevOps, including attaching logs, screenshots, and detailed technical information.
• Customer Communication:
• Provide clear, professional responses in English, including technical explanations, guides, and references to the Knowledge Base.
• Documentation & Knowledge Sharing:
• Maintain and update FAQs, create user guides, and support internal knowledge transfer across teams.
• Escalation Management:
• Escalate complex issues to higher-tier support when necessary. 

Requirements:

• Full professional proficiency in English (written and spoken) – mandatory
• Previous experience in Technical Support / NOC / Helpdesk – mandatory
• Experience working with Zendesk – strong advantage
• Familiarity with bug tracking systems such as Azure DevOps or similar – mandatory
• Experience reading logs and understanding common protocols (HTTP, APIs, JSON) – mandatory
• Familiarity with SaaS systems and integration processes – mandatory
• Strong customer service mindset, patience, and the ability to explain technical concepts to non-technical users – mandatory