Support Specialist

Join our team as a customer-facing internal Support Specialist ! In this role, you will be the first responder for production support tickets, ensuring complete and accurate information is gathered from internal requestors before escalating issues to the L2 support team. Responsibilities Pick up new tickets from the production support queue Review incoming tickets for completeness and identify missing details Contact internal requestors (CX, accounting, sales, product, and other groups) to gather additional information Rewrite or annotate tickets to make them actionable for L2 support Route tickets to the correct team based on issue type Escalate data or application issues to L2 support Direct product or calculation questions to the Product team first, then back to support if confirmed as a bug Handle administrative requests directly Requirements At least 2 years of relevant experience in application support, help desk, or IT operations Comfortable speaking with non-technical internal users to extract technical details Able to translate vague reports into structured, reproducible tickets Curious about how business applications work end-to-end Organized and able to manage a high volume of tickets, handling 30+ concurrent open items Basic familiarity with web applications and databases to ask relevant questions Good oral and written communication skills in English (B2+ level or higher) Nice to have Experience using non-production environments to reproduce reported issues Ability to capture reproduction steps and attach them to tickets before L2 pickup Familiarity with Azure App Insights for reviewing performance or error signals relevant to tickets Understanding of Grafana observability tools as the scope expands