Technical Support Specialist (L1)

O projekcie: At Open Loyalty, we help companies engage and retain their customers with our robust toolkit of loyalty and gamification mechanics. Companies use Open Loyalty to launch innovative loyalty programs at scale and introduce features such as points, tiers, rewards, referrals, coupons, challenges, and more, faster than developing them from scratch. The solution is used by 65+ companies from retail, insurance, and CPG sectors, coming from 45+ markets and including brands such as Limango, Heineken, JTI, ALDO, or the U.S. Soccer Federation. We are 50+ loyalty and technology professionals who are here to disrupt the future of the loyalty industry. Things we can offer you… - We are a successful product company selling our product to global clients; - Remote work; - We will give you space to implement ideas and strategies that you haven’t had a chance to implement somewhere else; - Your choice of hardware (Lenovo or MacBook) as well as all the extras you would need; - Learning Budget at your disposal; - Awesome benefits like premium-level private healthcare, Multisport, English classes, and more! Wymagania: Experience & Communication - Proven experience in a fast-paced SaaS environment. Brownie points: you’ve been developing a technical personal project (please share a link to your repository and a brief description of the project and your role) - Experience in a support role, handling tickets and documentation. - Fluent written and verbal English; you can make the complex feel simple. Technical Ambition - You already understand what an API is - now you want to break it down. - You are hungry to move beyond basic fixes and master Postman, Webhooks, SQL/Databases, and technical troubleshooting. - You have a clear ambition to grow into L2 and then Integration Engineering. The Bottom Line: If you are a curious, technical self-starter who prefers investigating a log file to reading a script, we want to talk to you. Codzienne zadania: - Incident Management: Act as the primary responder for all incoming support requests via Jira, email, and Slack. Prioritize and categorize tickets based on urgency and impact. - Technical Troubleshooting: Resolve low complexity technical issues, ensuring timely and accurate solutions for customers. - Case Documentation: Maintain detailed and accurate logs of customer interactions via Jira notes to ensure a seamless audit trail - Escalation: Identify and "warm-handoff" complex technical bugs or service outages to L2/L3 teams with comprehensive reproduction steps. - Knowledge Contribution: Draft and update internal and customer-facing Help Center articles to promote user self-service.. - Product Advocacy: Monitor recurring user pain points and provide actionable feedback to the Product and Engineering teams to influence the software roadmap.