Technical Support Specialist, Software (12-months contract)

Our client is a leading global technology company seeking a Technical Solutions Expert to provide high-touch operational and technical support to key partners. The role focuses on investigating and resolving complex, time-sensitive issues, managing escalations, and working closely with cross-functional teams to ensure a seamless partner experience.

Contract Duration: 12 months

Responsibilities

• Provide high-touch operational and technical support for complex partner-related issues across digital platforms and products.
• Investigate, troubleshoot and resolve issues through structured root cause analysis, ensuring timely and effective outcomes.
• Manage sensitive, high-priority and time-critical cases, including account access, security incidents, advertising issues and account management requests.
• Assess issue severity, manage escalations and coordinate with relevant internal teams to drive resolution.
• Collaborate with cross-functional stakeholders across Partnerships, Engineering, Product and Global Operations.
• Support operational improvement initiatives through documentation, process enhancements, knowledge sharing and internal coordination.
• Manage multiple cases independently while maintaining high-quality support and service standards.

Requirements

• At least 3 years of experience in operations, technical support, customer support or partner/account management.
• Proven experience handling complex issues in a high-touch B2B or B2B2C support environment.
• Strong troubleshooting, triaging and problem-solving skills, with the ability to identify root causes even when issues are unclear or lack established processes.
• Experience supporting digital platforms, software applications, cloud products or technology services.
• Ability to manage sensitive and high-pressure situations while working within tight timelines.
• Strong analytical skills, attention to detail and sound judgement in handling escalations.
• Proficiency in Excel and data tools.

Good to have

• Experience in Level 2 IT helpdesk, technical product support or customer service within technology companies.