Tier 1 Technical Support Specialist

We are seeking a highly motivated and technically proficient Tier 1 Technical Support Specialist to join our team. As a Tier 1 Technical Support Specialist, you will independently analyze, categorize, and provide L1 technical resolution for complex support tickets, requiring deep technical investigation. You will also prioritize and escalate critical and frequently arising issues that lack existing technical documentation or require a product fix, documenting the reproducible steps and impact analysis.

Key Responsibilities:

• Advanced Incident Resolution: Independently analyze, categorize, and provide L1 technical resolution for complex support tickets, requiring deep technical investigation.
• Root Cause Analysis: Prioritize and escalate critical and frequently arising issues that lack existing technical documentation or require a product fix, documenting the reproducible steps and impact analysis.
• Expert Support: Respond to complex technical and advanced tech-enablement tickets.
• Mentorship & Training: Train and mentor junior T1/T2 teammates on advanced product features, troubleshooting methodologies, and new ticket types resulting from product updates.
• Product Mastery: Continuously demonstrate technical mastery of Proxima’s rapidly evolving AI product offerings.

Qualifications:

• Experience: Minimum of 1-2 years of hands-on experience in a highly technical support, DevOps, L2/L3 support preferably within a SaaS or digital product environment.
• Technical Aptitude: Proven ability to rapidly acquire, troubleshoot, and document complex technical information.
• Communication: Exceptional written and verbal communication skills with the ability to explain complex technical concepts clearly.
• Analytical Skills: Demonstrated ability to work independently on complex, ambiguous projects requiring strong analytical skills and critical thinking.
• Domain Interest: Strong, demonstrable interest in Artificial Intelligence (AI) products and the adjacent technological ecosystem.

Preferred Technical Qualifications:

• API/Integration Proficiency: Hands-on experience debugging RESTful API contacts using tools like Postman, curl, or equivalent.
• Scripting/Data Skills: Working proficiency in at least one scripting language (e.g., Python or JavaScript).
• System/Log Analysis: Proven experience with log aggregation and monitoring tools such as Splunk, Datadog, or equivalent ELK stack components.
• Web/Network Fundamentals: Strong familiarity with Chrome Developer Tools (Network tab debugging), basic networking concepts (DNS, TCP/IP), and data formats like JSON and XML.
• Database Querying: Proficiency with SQL for data extraction and analysis.
• Tooling Mastery: Experience administering and utilizing support platforms such as Salesforce, Notion, Intercom, or similar ticketing/knowledge management systems.