Customer Support Specialist - Middle

Team International is a global Tech consulting company and software development service provider. With more than 20 years of experience, global operations in Poland, the United States, Portugal, and Latin America, and over 1500 employees, we combine technology knowledge, an agile approach to addressing various business challenges, and business information, all while maintaining a customer-centric perspective.

The Customer Support Specialist provides second-level technical support for a portfolio of clients, focusing on the stability and performance of complex integrated platforms. This professional manages the end-to-end resolution of technical issues, from real-time monitoring and alert response to structured escalation and root cause analysis. The role requires 1 to 3 years of experience in technical support or help desk roles, strong written communication skills in English, and the ability to manage multiple concurrent cases across different clients and priority levels.

Responsibilities

• Infrastructure & Monitoring: The Specialist performs continuous monitoring of platform health, data quality, and system connectivity, identifying and responding to alerts related to data stream interruptions, gateway performance, and service availability across client environments.
• Incident Management: The individual manages alarm workflows and addresses common support scenarios, such as data stream interruptions and connectivity troubleshooting (e.g., "no data updating" issues) and cross-system data discrepancies. The Specialist triages, prioritizes, and escalates incidents to the appropriate internal teams including Data Integration, IT, and Software Development ensuring proper documentation and handoff at each stage of the resolution process.
• Network Foundations: The individual possesses a deep understanding of network protocols, including TCP/IP, DNS, and DHCP.
• Technical Troubleshooting: Professional diagnoses and resolves software and UI malfunctions, utilizing API integration diagnostics and data reviews to identify points of failure. The Specialist documents findings thoroughly in the ticketing system, escalates complex or recurring issues to the appropriate internal teams, and follows up to ensure resolution and proper closure.
• Root Cause Analysis (RCA): The Specialist is responsible for Root Cause Analysis and bug tracking, ensuring that underlying issues are identified and documented to prevent recurrence.
• Multichannel Support: The candidate provides high-quality assistance through phone, email, live chat.
• Documentation: The Specialist creates and maintains technical documentation, including FAQs, knowledge base articles, and instructional materials to support client operations.

·       Access Management & Compliance: The individual administers user access provisioning and deprovisioning across platform systems, following SOC 2 security controls, including role-based access and least-privilege principles, ensuring an auditable record of all access changes.

Soft Skills & Competencies

• Written Communication: The Specialist demonstrates a high level of precision in written English, essential for documenting RCAs and technical reports.
• Problem Solving & Adaptability: The candidate quickly identifies issues and adjusts their approach to meet evolving client needs or unexpected scenarios.
• Empathy & Patience: The individual maintains a professional and understanding demeanor when resolving frustrating issues for users.
• Attention to Detail: The professional ensures accurate documentation of every customer interaction and thoroughness in troubleshooting.
• Conflict Resolution: The Specialist handles difficult situations diplomatically to maintain positive client relationships.
• Cultural Sensibility: The candidate interacts respectfully with individuals from diverse cultural backgrounds in a globalized environment.

Education

Bachelor’s degree or associate degree (completed or in progress) work experience as equivalent.

Requirements

• Advanced English (C1) – written and spoken.
• 1–3 years of experience in Customer Support, Help Desk, or client-facing roles.

Desired skills or background for the project:

• Microsoft Environment: The candidate is familiar with Microsoft productivity and collaboration tools, including the Microsoft 365 suite (Teams, Outlook, Excel).
• Connectivity & APIs: The candidate has basic knowledge with API concepts and IoT connectivity protocols.
• Tools & Platforms: The candidate is familiar with help desk ticketing systems, CRM software, and remote control tools (e.g., screen sharing, VPNs). Basic knowledge of sensors, control systems, or building automation is a plus.
• Data Quality & Monitoring: The candidate has familiarity with data quality concepts, including the ability to identify anomalies, gaps, or inconsistencies in data streams across integrated platforms, and basic experience with monitoring and alerting tools such as Grafana.

• Real flexibility. Real balance: Competitive PTO + strong health coverage so you can actually disconnect.
• Work that challenges you (in a good way): Global projects. Complex problems. Zero “maintenance-only” roles.
• Build your AI edge: Access to AI-driven projects, upskilling opportunities, and certifications that keep you ahead of the curve.
• A team you’ll actually learn from: Collaborate with top-tier engineers across LATAM, Europe & the US.
• Remote-first, no friction: Work where you perform best—with the structure and trust to deliver.
• Grow fast, not just stay busy: Exposure to modern tech, cross-functional teams, and real career paths.