Customer Support Specialist

Key responsibilities 

• Investigate and resolve complex support cases escalated from L2 teams, particularly those involving:
  • ERP functionality and configuration 
  • SQL/database-level issues 
  • Hosted/server environments and networking 
  • System integrations and data inconsistencies 
• Act as a technical liaison between customers, support, and development teams. 
• Collaborate closely with Development and Product teams to clarify root causes, define bugs, and participate in solution delivery. 
• Reproduce complex issues in test environments and provide detailed documentation for resolution. 
• Provide guidance on data extraction, analysis, and minor scripting or query work (SQL). 
• Review system logs, server traces, error messages, and other diagnostic data. 
• Assist in creating and improving internal knowledgebase content, troubleshooting playbooks, and root cause analysis reports. 
• Participate in UAT, pilot programs, and new feature validations for ERP-related releases. 
• Contribute to post-mortem reviews and long-term support strategy improvements. 
• Mentor and guide L2 specialists in developing deeper investigative and technical skills. 

Requirements 

• Complete or ongoing higher education in IT or Exact Sciences (Mathematics, Accounting, Engineering or related fields). 
• Solid experience in a technical customer support or application support role. 
• Strong knowledge of ERP platforms and underlying workflows (finance, order management, inventory, etc.). 
• Proven experience working with SQL databases. 
• Solid understanding of server environments, network protocols, and hosted application architectures. 
• Experience working with CRM/ticketing systems such as Zendesk, Salesforce or Jira. 
• Exposure to cloud hosting platforms and remote desktop tools. 
• Experience translating customer needs into clear documentation for development. 
• Advanced English (C1+).