What you'll do
We are looking for a structured, analytical, and client-focused individual to join our global support team as a Technical Product Support Specialist (Tunis – Hybrid).
This role is open at multiple levels - from early-career engineers eager to develop their skills, to experienced professionals ready to take ownership of escalations and mentor others.
This position focuses on triaging and resolving technical product-related issues, interacting with customers via ticketing tools, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and onprem environments.
Key Responsibilities
Technical Product Support:
Global Incident Handling:
Additional Scope:
This role is open at multiple levels - from early-career engineers eager to develop their skills, to experienced professionals ready to take ownership of escalations and mentor others.
This position focuses on triaging and resolving technical product-related issues, interacting with customers via ticketing tools, collaborating with internal teams, and ensuring smooth client experiences across our SaaS and onprem environments.
Key Responsibilities
Technical Product Support:
- Serve as a technical contact for clients, diagnosing and addressing software issues, configuration questions, and functional inquiries for SaaS and on-prem clients.
- Triage incoming tickets, resolve known issues, and escalate complex cases to engineering or product teams with clear context/ documentation.
- Analyze logs, system behavior, product usage using observability tools (Datadog, Prometheus, or similar).
- Collaborate across departments to drive timely resolution of client-reported incidents.
- Monitor and manage support queues, ensuring SLA compliance.
- Act as a trusted technical contact, delivering timely and effective resolutions to clients.
- Provide structured feedback on recurring issues to drive product and process improvements.
Global Incident Handling:
- Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
- Ensure seamless handover and coordination with North America and APAC teams as part of a Follow the Sun support model.
- Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation.
- (Senior level) Deliver technical training sessions and act as a Subject Matter Expert (SME).
Additional Scope:
- Contribute to improvement of troubleshooting documentation, support playbooks, and processes.
- Collaborate on enhancements to monitoring, alerting, and response workflows across our support.
- No relevant in our case since they new colleague should learn the application first and then this should be discussed