Technical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in Switzerland. Join a fast-growing, AI-powered customer communications environment where technical expertise and customer experience go hand in hand. As a Technical Support Specialist, you will investigate complex issues across a communications platform spanning telephony, messaging, integrations, APIs, analytics, and AI-powered features. You will act as a second-level support resource, helping customers resolve challenging technical problems while collaborating with Product, Engineering, and external technology partners. Your work will involve hands-on debugging, live customer troubleshooting, and translating technical findings into clear, actionable guidance. You will also contribute to internal knowledge sharing, support team enablement, and continuous improvements in platform reliability. Working within a globally distributed, follow-the-sun support organization, you will gain exposure to a broad ecosystem of SaaS, CRM, automation, and telecommunications technologies. Accountabilities: As a Technical Support Specialist, you will own escalated technical investigations, deliver effective customer support, and collaborate across teams to resolve issues and improve the overall product experience. - Technical Troubleshooting: Investigate escalated issues involving platform integrations, APIs, telephony configuration, messaging functionality, analytics, and reporting. - CRM and Third-Party Integrations: Diagnose integration issues involving platforms such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday. com. - API and Webhook Analysis: Examine webhook payloads, API responses, request logs, and authentication settings to identify and resolve technical problems. - Diagnostic Tools: Use Postman, browser developer tools, and HAR files to investigate platform behavior and reproduce reported issues.

- Messaging Support: Troubleshoot SMS, MMS, and WhatsApp functionality, including integration and configuration problems. - AI Feature Support: Investigate issues affecting AI-powered features, including transcription, AI-generated call summaries, and AI Voice Agent behavior. - Platform Configuration: Help customers resolve call flow, phone number, permissions, and feature configuration issues. - Customer Communication: Lead live troubleshooting sessions when necessary, explain technical findings in accessible language, and maintain clear communication throughout investigations, especially for high-impact cases. - Cross-Functional Collaboration: Work with Product and Engineering teams to reproduce bugs and diagnose platform issues, coordinating with external CRM providers and telecommunications partners when required. - Internal Enablement: Train frontline support teams on troubleshooting methods and escalation best practices, and create and maintain internal documentation and knowledge base articles. - Continuous Improvement: Identify recurring issues, recommend improvements to support processes, and contribute to enhanced platform reliability. Requirements: The ideal candidate combines practical technical support experience with strong analytical thinking, customer communication skills, and the ability to investigate complex issues across interconnected SaaS platforms. - Experience in a technical support role within a SaaS, telecommunications, or platform-based company. - Strong troubleshooting and analytical skills, with the ability to investigate complex technical problems methodically. - Hands-on experience working with APIs and webhooks. - Familiarity with Postman or comparable API testing tools. - Experience investigating browser behavior using developer tools or HAR files. - Excellent written and verbal communication skills in English.