Technical Support Specialist

About the role

Easyship is looking for a Technical Support Specialist to join its Bengaluru office. The role operates on US collaboration hours (10 PM–7 AM IST) and provides white‑glove service to high‑value clients, acting as the bridge between frontline support and L3 engineering.

Key responsibilities

• Monitor external communication channels and respond rapidly to high‑priority incidents while strictly adhering to SLAs.
• Own the full lifecycle of complex issues, from acknowledgement through investigation, client communication, and closure.
• Conduct deep‑dive technical investigations using browser developer tools, log analysis, and API debugging to identify root causes.
• Analyse API logs and webhook payloads to pinpoint failures in data transmission or integration logic.
• Maintain synchronization between Zendesk (client‑facing) and JIRA (engineering) tickets, ensuring transparent status updates.
• Document troubleshooting guides, common issues, and root‑cause analyses in Confluence and provide thorough shift handoffs.

Required profile

• Strong technical background with hands‑on experience in RESTful APIs, JSON handling, and webhook debugging.
• Excellent written and verbal English communication skills, with the ability to translate technical findings into clear client‑facing messages.

Required skills

• RESTful API design and debugging
• JSON request/response handling
• Webhook failure analysis
• Zendesk ticketing system
• JIRA issue tracking
• Confluence documentation
• Chrome DevTools for client‑side debugging
• API log analysis

What we offer

• Generous remuneration and stock units
• Comprehensive health coverage and wellness reimbursements
• Zomato digital meal credits and a fully stocked pantry
• Four weeks per year of “Work from Anywhere” flexibility
• Generous vacation policy with duvet days and mental‑health days