Technical Support & Customer Success Specialist

About the role

You will own the end‑to‑end customer support queue for a cold‑chain decision intelligence platform, diagnosing, resolving, escalating and closing tickets. Most requests involve configuration, access, or data questions, while some require deeper investigation of why a customer's data appears a certain way.

Key responsibilities

• Work the ticket queue, resolve issues directly and escalate bugs to engineering with clear reproduction steps.
• Handle routine requests such as device swaps, lane updates, and user access fixes.
• Investigate data anomalies by tracing records from inbound data through the database to the platform view.
• Collaborate with device and carrier partners to close data gaps and keep customers informed.
• Participate in calls with customers, partners and internal tech teams to define problems and timelines for fixes.
• Maintain up‑to‑date ticket statuses, follow up until closure, and document outcomes.
• Onboard and train new users, author help articles for recurring issues, and relay feature requests to the product team.

Required profile

• 3+ years of experience in technical support, customer support engineering, or customer success for software, IoT, or logistics technology products.
• Fluent professional English (written and spoken) with the ability to conduct technical calls with US and European customers.
• Strong written communication; accuracy is critical for regulated (GxP) environments.
• Comfortable working US Eastern business hours (9 AM–5 PM ET) and organized with persistent follow‑up.

Required skills

• Ability to read and interpret JSON payloads and trace records via IDs.
• Experience with ticketing tools such as Zendesk, Jira, Intercom, Pylon or Linear.
• Proficiency using AI assistance tools while verifying output against source data.