Job Summary

Startup Inno is seeking a highly motivated and technically skilled Remote Customer Support Specialist – Level 2 Technical to join our growing global team. In this role, you will serve as a critical escalation point for complex customer issues, providing in-depth technical support and ensuring a seamless customer experience. You will work closely with Level 1 support agents, product teams, and engineering to diagnose problems, resolve incidents, and contribute to continuous service improvement.

This position is ideal for professionals who enjoy problem-solving, thrive in fast-paced environments, and are passionate about delivering exceptional technical support in a remote-first culture.

Key Responsibilities

• Act as a Level 2 escalation point for complex technical issues unresolved by Level 1 support.

• Diagnose, troubleshoot, and resolve software, system, and application-related issues.

• Provide clear and professional communication to customers regarding technical problems and solutions.

• Analyze logs, system data, and error reports to identify root causes.

• Collaborate with engineering and product teams to report bugs and suggest improvements.

• Create and maintain technical documentation, FAQs, and knowledge base articles.

• Train and mentor Level 1 support agents on technical processes and tools.

• Monitor ticket queues and ensure timely resolution according to SLA standards.

• Proactively identify recurring issues and recommend preventive measures.

Required Skills and Qualifications

• Strong technical troubleshooting and analytical skills.

• Excellent written and verbal communication skills in English.

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

• Proficiency with helpdesk systems such as Zendesk, Freshdesk, Intercom, or similar.

• Knowledge of operating systems (Windows, macOS, Linux) and basic networking concepts.

• Ability to explain technical concepts in a clear, customer-friendly manner.

• Strong time management and organizational skills.

• Customer-focused mindset with a problem-solving attitude.

Experience

• 2–4 years of experience in technical support, IT support, or a similar role.

• Prior experience in a SaaS or technology-driven company is highly preferred.

• Experience handling escalations and complex customer issues.

• Exposure to remote work environments is a plus.

Working Hours

• Full-time, remote position.

• Flexible working hours with availability to cover global customer support needs.

• Occasional weekend or shift-based work may be required depending on business demand.

Knowledge, Skills, and Abilities

• In-depth knowledge of customer support workflows and ticketing systems.

• Ability to quickly learn new technologies and platforms.

• Strong interpersonal skills to work effectively with cross-functional teams.

• High level of attention to detail and accuracy.

• Ability to work independently with minimal supervision.

• Strong decision-making and prioritization skills under pressure.

Benefits

• Competitive salary based on experience and skills.

• Fully remote work environment.

• Flexible work schedule and work-life balance.

• Opportunities for career growth and internal promotions.

• Access to training programs and professional development.

• Supportive and collaborative team culture.

• Performance-based incentives and bonuses.

Why Join Startup Inno?

At Startup Inno, we believe in innovation, collaboration, and continuous learning. You will be part of a dynamic startup environment where your contributions directly impact product quality and customer satisfaction. We value initiative, reward performance, and provide opportunities to grow alongside a fast-scaling company in the tech industry. If you are passionate about technology and customer success, Startup Inno is the place for you.

How to Apply

Interested candidates are invited to submit their updated resume and a brief cover letter highlighting their technical support experience and key achievements. Shortlisted applicants will be contacted for a virtual interview.