Technical Support Specialist

About the role

Holouly is looking for a Technical Support Specialist to ensure its SaaS customers receive prompt, accurate, and high‑quality assistance. You will act as the bridge between users, the product development team, and customer success, helping to minimise downtime and improve product stability.

Key responsibilities

• Receive, log, and prioritize support tickets for MDAWEM, Right Now, and ETEPS.
• Diagnose issues, perform root‑cause analysis, provide work‑arounds, and escalate complex problems.
• Maintain clear, professional communication with clients via email, phone, chat or support portals.
• Update internal knowledge bases, FAQs and create user‑focused guides.
• Monitor system alerts, logs and performance metrics to identify potential problems early.
• Collaborate with DevOps, Engineering and Product teams to resolve bugs and suggest improvements.
• Assist with onboarding, configuration, integration setup and deliver training sessions.
• Track support metrics (response time, resolution time, CSAT) and contribute to continuous‑improvement initiatives.

Required profile

• Strong customer‑orientation with the ability to stay calm under pressure.
• Excellent written and verbal communication skills.
• Analytical mindset for troubleshooting and root‑cause analysis.
• Team player who can work closely with product, engineering and sales teams.

Required skills

• SaaS product support experience.
• System monitoring and log analysis.