Technical Support Specialist

About the role

CerebriOS builds B2B SaaS analytics products that help mid‑market businesses make better decisions. As a Technical Support Specialist you will join the customer‑facing team, troubleshoot product issues, guide users on platform usage, and resolve technical questions around data, reporting, integrations, and account configuration.

Key responsibilities

• Provide technical support via email, chat and other channels.
• Investigate and resolve issues related to dashboards, reports, data, integrations and product functionality.
• Reproduce reported problems and gather technical information to identify root causes.
• Guide customers through configuration and troubleshooting steps.
• Escalate complex issues to Engineering with clear reproduction steps.
• Track support requests and maintain accurate documentation.
• Identify recurring issues and collaborate with Product and Engineering to improve the platform.
• Create and maintain help articles, troubleshooting guides and internal documentation.
• Monitor support trends to enhance customer experience and product reliability.
• Work closely with Customer Success and Implementation teams during onboarding and ongoing support.

Required profile

• 1+ year of experience in technical, customer or application support.
• Experience supporting SaaS or web‑based business software.
• Strong troubleshooting and problem‑solving abilities.
• Comfortable investigating technical issues beyond scripted solutions.
• Good understanding of web applications, APIs and common software problems.
• Excellent written and verbal English communication.
• Ability to explain technical concepts to both technical and non‑technical users.
• Organized approach to managing multiple support requests.
• Willingness to collaborate with Engineering, Product and Customer Success teams.

Required skills

• Basic SQL knowledge.
• Familiarity with APIs and tools such as Postman.
• Experience with support platforms like Zendesk, Intercom or Jira.
• Experience troubleshooting data integrations.
• Background in B2B SaaS products.
• Ability to create customer‑facing technical documentation.

What we offer

• Remote‑first working environment.
• Professional development opportunities.
• Comprehensive benefits package.
• Salary range $65,000 – $85,000 USD per year.