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Technical Consultant

/in /by

JOB RESPONSIBILITIES:

  • Serve as the main point of contact for customers requiring technical assistance, delivering a high standard of support and service.
  • Manage and resolve escalated technical concerns through support platforms such as Intercom and other ticketing systems.
  • Partner with internal teams across Product, Engineering, and Operations to troubleshoot issues and improve customer outcomes.
  • Act as the global escalation point for Level 2 support concerns, ensuring prompt and effective issue resolution.
  • Investigate, document, and report software defects while providing feedback to enhance product performance.
  • Support the development of team capabilities by conducting technical knowledge-sharing sessions and mentoring junior team members.
  • Stay current with product enhancements, emerging technologies, and industry best practices.
  • Create, update, and maintain technical documentation, user guides, and knowledge base articles.
  • Work alongside development teams to improve support tools and streamline troubleshooting processes.
  • Ensure customer inquiries are addressed within established service levels and quality standards.
  • Collaborate with key stakeholders to resolve recurring issues and improve the overall customer experience.
  • Participate in customer meetings and technical discussions to provide subject matter expertise and guidance.
  • Identify potential technical risks and proactively implement preventive solutions.
  • Provide support across different functional areas during peak periods to help balance team workload.
  • Adapt work schedules as needed to accommodate business requirements and support customers across different regions.
  • Perform other duties and special projects as assigned.

JOB REQUIREMENTS

  • Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
  • Minimum of 3–5 years of experience in Technical Support, Application Support or a similar customer-facing technical role.
  • Experience providing Tier 2 technical support and handling complex technical escalations.
  • Strong troubleshooting and problem-solving skills, with the ability to analyze and resolve technical issues efficiently.
  • Exposure to or experience supporting AI-powered applications, machine learning-driven products, generative AI solutions, chatbots, virtual assistants, or AI-enabled workflows is highly desirable.
  • Experience using AI tools to enhance support operations, troubleshoot customer issues, analyze data, or improve service efficiency is a plus.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
  • Experience working with customer support platforms such as Intercom, Zendesk, Salesforce, or similar ticketing systems.
  • Familiarity with APIs, databases, integrations, log analysis, and web technologies is highly desirable.
  • Experience supporting SaaS products, cloud-based applications, or enterprise software solutions is preferred.
  • Willingness to work flexible schedules, including altered hours, weekends, or holidays as required to support global customers.
  • Ability to work independently while maintaining accountability for service levels and customer satisfaction.

 

Due to the volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Flat Planet recruiters via the firm’s business contact number or business email address.

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