Support Specialist

We are looking for a Support Specialist with deep hands-on expertise to join our team. The Specialist will combine deep product expertise with hands-on technical troubleshooting to ensure product stability and a seamless user experience.

Responsibilities

• esponses and effective technical fixes
• Field incoming technical questions, walk users through intricate processes, and resolve operational hiccups within agreed timeframes
• Review user-submitted reports, replicate reported bugs, evaluate their severity and impact, and log well-organized tickets for the development team
• Conduct preliminary quality checks and confirm that bug fixes work correctly before updates reach end-users
• Act as a communication bridge between support, QA, and development groups to maintain clarity around product condition and defect status
• Track recurring support themes and flag patterns that may point to larger underlying product issues
• Maintain and update internal knowledge base articles and troubleshooting guides to streamline future issue resolution
• Assist in onboarding new users or clients by walking them through product setup and initial functionality
• Escalate unresolved or high-priority cases to appropriate internal teams while keeping stakeholders informed of progress
• Provide feedback to product teams based on recurring user pain points to help shape future improvements

Requirements

• Two or more years of practical experience in L1/L2 technical support, application support, or hands-on manual quality assurance
• Solid skills in reproducing bugs, assessing their priority, and documenting findings in a clear, structured manner
• Strong ability to communicate with end-users combined with a natural inclination toward diagnosing and solving problems
• Adequate English communication skills at B2 level or higher, enabling clear understanding of business needs and translating them into workable technical solutions

Nice to have

• Familiarity with PIM/DAM systems, which are used for organizing, managing, and distributing product information and digital assets across various platforms