Technical Support Specialist – Web Applications / API / QA

US Client- US Business Hours - 3+ years experience

About the Company
We are a US-based software company that builds customer engagement tools: live chat, AI chatbots, SMS, WhatsApp, IVR, and CRM integrations, used by SMP's, mid and large enterprise clients in healthcare, financial services, retail, and more. The team is remote and US-based, and this role works directly with our US operations.

About the Role
This is a technical support role for someone with real hands-on experience supporting web-based software. You will be working directly with customers and our internal development team to investigate platform issues, reproduce bugs, and see problems through to resolution.

Before applying, ask yourself: Are you comfortable opening a browser console? Can you read a JSON response and understand what it is telling you? Do you know what to look for in the network tab when an API call fails? If yes, this role is for you. If those questions are unfamiliar, this is not the right fit.

What You Will Do
- Investigate and resolve technical issues reported by customers using browser dev tools, system logs, and API inspection.
- Read and interpret JSON payloads and API responses, and communicate findings clearly to both customers and developers.
- Reproduce bugs and escalate to the development team with thorough, documented evidence.
- Lead customer onboarding sessions with structured walkthroughs and hands-on setup guidance.
- Test new platform features before release and report usability or stability issues as part of the QA process.
- Build internal documentation and knowledge base articles from real support cases.
- Use Microsoft Planner to manage daily tasks and track work in progress, keeping boards updated and priorities current without being prompted.
- Use ClickUp to manage QA workflows: tracking bugs, documenting test results, and following feature releases from testing through resolution , on your own initiative, not on a checklist someone handed you.
- Maintain accurate customer records and support interaction history in Microsoft Dynamics CRM, keeping documentation current.

Requirements
- 3+ years in technical support for a web-based or cloud software platform.
- Hands-on experience with browser developer tools — console, network tab, log inspection.
- Working knowledge of APIs: reading JSON payloads, interpreting HTTP status codes, tracing failed calls.
- Experience onboarding and training customers on software platforms.
- Strong written and spoken English — you will be communicating directly with US-based clients.
- Familiarity with QA processes and the ability to write clear bug reports for development teams.
- Self-directed, reliable, and able to manage your own workload without micromanagement.
- Available to work full US business hours (Eastern time).

How to Apply
Use subject line: Tech Support – [Your Name]

Include your resume link, LinkedIn profile (if available), brieft description of your experiences and written answers to both questions below. Applications without answers to both questions will not be reviewed.

1. Give an example of a bug or product issue you caught during QA or support work. What was the issue, how did you document it, and how did you communicate it to the development team?

2. A customer reports that messages sent through our platform are not being delivered. You have access to logs and browser dev tools. Walk us through how you would investigate — what do you check first, what are you looking for, and how do you determine whether the issue is on the platform side or the customer's side?