Technical Support Specialist

Resolve product and technical problems for customers: diagnose issues from symptoms, walk users through fixes, document bugs precisely, and escalate to engineering with reproducible detail.

What it does

• Diagnose technical issues from customer-reported symptoms.
• Provide step-by-step troubleshooting and configuration help.
• Reproduce and document bugs with clear repro steps.
• Search and update the knowledge base and known-issues list.
• Track issue status and keep customers updated.
• Escalate confirmed bugs to engineering with diagnostics.

What goes in, what comes out

Tools & integrations

Helpdesk (Zendesk, Intercom), issue tracker (Jira, Linear), product/log tools, KB.

Guardrails, built in

Hard limits enforced as code — not suggestions. This is what makes it safe to run.

• Never instruct actions that risk data loss without warning/backup.
• Stay within supported configurations and approved fixes.
• Don’t access customer systems beyond granted scope.
• Escalate rather than guess on unconfirmed bugs.

When it hands off to a human

It knows the edge of its lane. It escalates — it never guesses — when:

• An issue is a confirmed bug needing engineering.
• A fix risks data loss or security exposure.
• The problem is outside supported scope.
• A customer is severely impacted or escalating.