Technical Support Specialist - Remote

About the Role

Join Snatch UP as a Technical Support Specialist - Remote. In this fully remote role, you will be the critical bridge between our client-facing teams and our engineering department, ensuring that every bug, feature request, and system defect is analyzed, prioritized, and solved with precision. This is a fantastic opportunity to work with a global leader in logistics analytics and supply chain intelligence, where your contributions will directly impact the optimization of global spend for the world's largest enterprises.

What You'll Do

• Serve as the primary intake point for bugs, defects, enhancements, and development requests.
• Assess incoming issues for severity, impact, urgency, and scope.
• Categorize and prioritize work based on business impact, client commitments, and engineering capacity.
• Recreate and/or verify end-user bug reports to ensure accuracy and clarity before they enter the dev queue.
• Break down complex requests into clear, actionable tasks or tickets with specific acceptance criteria.
• Route work to the appropriate engineering team or individual.
• Coordinate with Product and Engineering leadership to align priorities and resolve conflicts.
• Ensure high-priority and production-critical issues are escalated and addressed promptly.

Requirements

• 1–2 years of experience in Technical Support, Application Support, or Product Operations.
• Mastery of Jira and modern ticketing systems is a must.
• Experience in Logistics or Supply Chain is a significant advantage.
• Basic coding skills (SQL, Python, or the ability to read logs) is a big plus.
• Superior ability to explain technical problems to non-technical people.
• A "detective" mindset with a passion for figuring out why things break and how to fix them.

Nice to Have

• Experience in a remote work environment.
• Familiarity with Agile methodologies.
• Knowledge of customer relationship management (CRM) systems.

What We Offer

• Competitive salary ranging from $60,000 to $80,000 per year.
• Fully remote work environment with flexible hours.
• Opportunities for professional development and growth.
• Collaborative team culture with a focus on innovation.
• Health and wellness benefits.