Support Specialist

Backlight’s Support team is looking for a skilled and customer-focused Support Specialist to deliver an efficient and positive support experience to our customers. As the first point of contact for inquiries, you'll be a key player in ensuring customer satisfaction. Support Specialists are experts in Backlight products, responsible for intake and triage of support requests, guiding users through documentation, troubleshooting product issues, and escalating complex cases to Tier 2 and Tier 3 teams as needed.

What you’ll do

• Provide timely, helpful support to Backlight customers as the first point of contact on the
  support team
• To offer timezone-based support for Tier 1 issues, swiftly managing escalations and
  maintaining clear communication with internal and external teams.
• Document, troubleshoot, and resolve product-related support requests
• Effectively manage an incoming ticket queue along with your ticket assignment queue,
  providing updates on open tickets to customers
• Develop product expertise by partnering closely with Tier 2 support, Engineering, and
• Product teams to troubleshoot and escalate complex technical issues
• Identify and record documentation improvement opportunities through support requests
  where documentation is insufficient or missing
• Drive continuous improvements to hit target metrics such as CSAT time to resolution,
  SLAs, etc.

Skills & knowledge you should possess

• Understanding of SaaS software and relevant technologies
• Interest in and ability to learn new technical concepts
• Experience in documentation methodologies
• Experience using a support-desk software (Zendesk a plus)
• Comfortable with terminal and CLI tools
• Basic understanding of HTML, APIs, programming and scripting
• You’re comfortable with and excel working autonomously
• You work with a sense of urgency, understanding our customers critical workflows
• Passion for engaging with customers and a desire to help them succeed
• Previous experience with streaming technologies a plus

Hours & Schedule

This role is full-time and focused on evening shifts to support global users. We are currently hiring for two possible Tier 1 shifts:

• Tuesday–Saturday evenings

• Monday–Friday evenings

Your shift preference will be considered, though not guaranteed.