Job Summary

Startup Inno is seeking a highly motivated and technically proficient Remote Customer Support Specialist – Level 2 Technical to join our growing global support team. This role is ideal for an experienced support professional who enjoys solving complex technical issues, working directly with customers, and acting as a key bridge between end users and internal technical teams.

As a Level 2 Technical Support Specialist, you will handle escalated support tickets, diagnose system and application issues, provide in-depth troubleshooting, and ensure timely resolution of customer problems. You will play a critical role in improving customer satisfaction, system reliability, and overall service quality.

Key Responsibilities

• Provide advanced technical support for customers via email, chat, and ticketing systems.

• Handle escalated issues from Level 1 support and ensure accurate root cause analysis.

• Troubleshoot software, system, and integration-related problems.

• Reproduce technical issues and document steps for internal teams.

• Collaborate with engineering and product teams to resolve bugs and system failures.

• Maintain detailed records of issues, resolutions, and customer interactions.

• Create and update internal knowledge base articles and troubleshooting guides.

• Monitor system performance and proactively identify potential issues.

• Ensure high customer satisfaction through professional, timely, and effective support.

• Provide feedback to product teams on recurring issues and customer pain points.

Required Skills and Qualifications

• Strong technical troubleshooting and problem-solving skills.

• Excellent written and verbal communication skills in English.

• Proficiency with ticketing systems (Zendesk, Freshdesk, Intercom, or similar).

• Good understanding of SaaS platforms, web applications, and APIs.

• Ability to analyze logs, system errors, and user-reported issues.

• High attention to detail and strong documentation skills.

• Ability to work independently in a remote environment.

• Strong customer service mindset with a focus on user experience.

Experience

• 2–4 years of experience in technical support, IT support, or customer support roles.

• Previous experience in a SaaS or tech startup environment is highly preferred.

• Experience supporting B2B or enterprise clients is a plus.

• Exposure to troubleshooting cloud-based systems and integrations is an advantage.

Working Hours

• Fully remote position.

• Standard working hours aligned with assigned regional time zone.

• May include rotational shifts or occasional weekend coverage depending on business needs.

• Flexibility required to support global customers.

Knowledge, Skills, and Abilities

• Knowledge of basic networking concepts (DNS, HTTP/HTTPS, APIs).

• Familiarity with CRM systems and customer support tools.

• Ability to interpret technical documentation and system logs.

• Strong analytical thinking and structured problem-solving approach.

• Ability to manage multiple tickets and priorities effectively.

• Comfortable working in fast-paced, high-growth environments.

• Strong collaboration skills and ability to work cross-functionally.

Benefits

• Competitive salary based on experience and location.

• 100% remote work with flexible schedule.

• Opportunity to work with a global and diverse team.

• Career growth and professional development opportunities.

• Access to training, certifications, and learning resources.

• Paid time off and company holidays.

• Supportive and inclusive work culture.

Why Join Startup Inno?

At Startup Inno, we are building innovative digital solutions that help businesses scale and succeed. We value creativity, accountability, and continuous learning. Joining our team means working in a dynamic startup environment where your ideas matter, your growth is supported, and your impact is visible.

This role offers the chance to work with cutting-edge technology, collaborate with talented professionals, and grow your career in a company that truly values its people.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter highlighting their technical support experience and problem-solving skills.

Shortlisted candidates will be contacted for an initial virtual interview, followed by a technical assessment and final discussion with the hiring team.