remote
Technical Support Specialist - Yext
Software Engineer
Provide tier‑1 and tier‑2 technical assistance for a cloud‑based AI marketing platform, resolving customer issues, diagnosing API and data problems, and ensuring smooth operation of SaaS services.
About the role
Key Responsibilities
- Respond to inbound and outbound support tickets, diagnosing and resolving technical issues related to the AI‑driven marketing platform.
- Assist customers with API integrations, data imports/exports, and configuration of the Knowledge Graph and content syndication tools.
- Collaborate with product and engineering teams to reproduce bugs, provide detailed logs, and track issue resolution.
- Maintain documentation of common problems, troubleshooting steps, and best‑practice guides for internal and external use.
- Monitor system health metrics and proactively identify potential service disruptions.
Requirements
- 2+ years of experience in technical support for SaaS or cloud‑based products.
- Strong problem‑solving skills with hands‑on experience using SQL to query databases and debug data issues.
- Familiarity with RESTful APIs, JSON, and integration workflows.
- Excellent communication skills, able to translate technical concepts for non‑technical users.
- Ability to work in a fast‑paced environment, prioritize tickets, and manage multiple customer cases simultaneously.
Skills
customer supportsql