Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Technical Support Specialist troubleshooting integrations across HR, payroll, and business systems at Flexspring. Collaborating with cross-functional teams in a fully remote environment.
Responsibilities
- Troubleshoot production issues in customer integrations, including APIs, data flows, and system connectivity
- Identify root causes and implement effective solutions while meeting defined support SLAs
- Analyze logs, data, and system behavior to diagnose and resolve integration issues
- Communicate clearly and professionally with internal teams and external clients throughout the lifecycle of a support case
- Document investigation steps, findings, and resolutions in Salesforce Service Cloud and provide regular status updates
- Drive support cases to resolution by collaborating with Support, Development, Technical Consultants, third-party partners, and clients
- Participate in quality assurance activities, including production update testing and pre-release testing
- Identify process gaps and suggest improvements to systems, workflows, and support practices
- Participate in the on-call support rotation as required
Requirements
- 3+ years of experience in technical support, application support, or software support within a SaaS or similar environment
- Experience with object-oriented programming (Java, C#, Python, or similar)
- Experience working with APIs, integrations, or software systems in a production environment
- Strong problem-solving and critical thinking skills, with the ability to troubleshoot both technical and business issues
- Excellent attention to detail and ability to diagnose issues efficiently
- Strong communication skills and a customer-focused mindset
- Self-motivated, coachable, and collaborative, with the ability to work effectively in a remote team
- Nice to Have: Experience with tools, technologies, or platforms such as: REST APIs, SOAP, GraphQL Postman, Insomnia, JavaScript, Groovy, ETL processes (Extract, Transform, Load), Salesforce Service Cloud, HR and ATS systems (Workday, ADP, BambooHR, Greenhouse, Taleo, Oracle HCM), Exposure to HR or finance data integrations, Additional languages (French, Spanish, Arabic, or others)
Benefits
- Fully remote work with flexible hours
- 4 weeks of paid vacation annually
- Comprehensive health benefits for you and your family
- Home office setup support
- Team events and opportunities to connect
- Exposure to modern technologies and real-world systems
- Competitive salary and an ownership-driven work culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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