About this role
This on-site Technical Support Specialist role acts as the first line of defense for technical and operational issues. You will own inbound technical tickets, troubleshoot web and order processing issues, escalate when needed, and collaborate with CX, Operations, Engineering, and Product to diagnose problems and improve workflows.
Key Responsibilities
- Own and manage inbound technical and operational support tickets from intake through resolution
- Troubleshoot issues related to website functionality, order processing, and internal systems
- Prioritize and triage tickets based on urgency and business impact
- Conduct root cause analysis on recurring or high impact issues
- Translate business problems into clear, actionable tickets for engineering teams
Technical Overview
The position is focused on ticket-driven troubleshooting and resolution across website functionality, order processing, and internal systems. It expects working knowledge of ticketing tools (Asana/Jira/HubSpot), plus potential exposure to eCommerce (Magento), SQL, and APIs/integrations for debugging and root cause analysis.
Ideal Candidate
The ideal candidate has 1-3 years of technical support or helpdesk experience and can independently manage inbound tickets from intake to resolution. They are strong troubleshooters with experience understanding web-based systems and order processing, and they can perform root cause analysis while collaborating with CX, Operations, Product, and Engineering.
Must-Have Skills
1-3 years of experience in technical supporthelpdeskor operations support rolesStrong troubleshooting and problem solving skillsAbility to navigate and understand web-based systemsdatabasesand workflowsExperience working with ticketing systemsExcellent communication skills with both technical and non-technical stakeholdersAbility to manage multiple priorities in a fast-paced environmentOwn and manage inbound technical and operational support tickets from intake through resolutionPrioritize and triage tickets based on urgency and business impactTranslate business problems into clearactionable tickets for engineering teams
Nice-to-Have Skills
Experience with eCommerce platforms (Magento is a major plus)Basic knowledge of SQLFamiliarity with APIsintegrationsor system debuggingExperience working closely with Product or Engineering teams
Tools & Platforms
AsanaJiraHubSpotticketing systemsMagento
Required Skills
technical supporthelpdeskoperations supportticket managementinbound technical ticketstroubleshootingwebsite functionality troubleshootingorder processing troubleshootinginternal systemsprioritize and triagestakeholder communicationcross-functional collaborationroot cause analysisrequirements documentationdefining scopetesting solutions before releaseeCommerce platformsMagentoSQLAPIsintegrationssystem debuggingAsanaJiraHubSpot
Hard Skills
technical ticketstroubleshootingwebsite functionality troubleshootingorder processing troubleshootinginternal systems troubleshootingticket triagestakeholder communicationroot cause analysisrequirements documentationissue documentationdefining scopevalidating fixestesting solutions before releaseeCommerce platformsMagentoSQLAPIsintegrationssystem debuggingAsanaJiraHubSpot
Soft Skills
excellent communication skills with both technical and non-technical stakeholdersmanage multiple prioritieswork cross functionallyproblem solvingability to escalate when necessary
Keywords for Your Resume
Technical Support Specialisthelpdesktechnical supportoperations supportticket managementinbound technical ticketsissue resolutiontroubleshootingroot cause analysisticketing systemsAsanaJiraHubSpotwebsite functionalityorder processinginternal systemsprioritize and triagestakeholder communicationcross-functionalOperationsCustomer Support (CX)EngineeringProductrequirementsdocumenting issuesdefining scopeeCommerce platformsMagentoSQLAPIsintegrationssystem debuggingtest solutions before release
Deal Breakers
1-3 years of experience in technical support, helpdesk, or operations support roles, Must have experience working with ticketing systems, Must be able to work fully on-site in Clearwater, FL
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