Senior Technical Support (Fluent English Speaker)

About the role

We are looking for a Senior Technical Support professional with fluent English to join our team supporting enterprise education‑technology platforms. The role involves troubleshooting complex production issues, collaborating with cross‑functional teams, and ensuring high‑availability for our customers.

Key responsibilities

• Investigate and resolve production data anomalies using SQL across multiple schemas.
• Diagnose REST API integration failures, validate payloads, and manage retry/idempotency logic.
• Read and interpret code and stack traces in languages such as Python, Java, C# or JavaScript to pinpoint root causes.
• Troubleshoot hardware devices (kiosks, scanners) and network components including firewalls, ports, NAT and DNS.
• Provide live, customer‑facing support via phone, screenshare or email, maintaining a positive experience.
• Manage tickets in Jira, create and maintain documentation in Confluence.

Required profile

• Bachelor’s degree in Computer Science, Information Systems or equivalent practical experience.
• 4+ years of technical or production support experience in an enterprise software environment.
• 2+ years of hands‑on experience querying production databases.
• Strong problem‑solving mindset, comfortable with ambiguity and clear communication.

Required skills

• SQL (production‑database depth)
• Oracle (preferred)
• REST API integration troubleshooting
• Python, Java, C# or JavaScript (code reading level)
• Hardware and networking fundamentals (firewalls, ports, NAT, DNS)
• Jira ticketing and Confluence documentation

What we offer

• Opportunity to work on cutting‑edge EdTech platforms.
• Collaborative cross‑functional environment.
• Professional growth and development.