Technical Support Specialist

The Role

We're looking for a technically curious and customer-first Technical Support Specialist I to join our Global L1 Support team. This is a customer-facing role where you'll own the end-to-end resolution of customer issues on the Loomi Platform, ensuring every interaction is handled with speed, precision, and empathy.

You'll be the customer's first point of contact and a vital link in our support ecosystem, turning complex technical problems into clear resolutions and customer frustration into confidence. If you thrive in fast-paced environments, enjoy diagnosing and troubleshooting issues, and genuinely care about the people you help, this role is built for you.

What You'll Do

Deliver Exceptional Support

• Own end-to-end support tickets on the Loomi Platform, using structured diagnostics to deliver rapid, clear resolutions that build customer confidence.
• Maintain proactive communication and ticket hygiene to ensure a seamless, empathetic support experience throughout the customer journey.
• Meet and consistently maintain L1 KPIs and SLA targets.
• Create Knowledge Base articles to enhance team resolution speed and consistency.
• This role requires providing 24x7 support and participating in the on-call rotation as per team guidelines.

Build Deep Product & Technical Knowledge

• Develop a strong knowledge of Loomi Platform components, features, and systems.
• Use the standard support tool stack confidently and reliably in your daily workflow.
• Leverage strong AI fluency to increase workflow efficiency while verifying AI insights to ensure accurate customer and external communications.

Communicate with Clarity & Empathy

• Handle all customer communications, written and verbal, with professionalism, empathy, and precision.
• Set accurate expectations, provide proactive progress updates, and de-escalate sensitive or high-urgency situations with confidence.
• Follow established communication standards, templates, and best practices to ensure consistent, high-quality customer experiences.
• Facilitate seamless ticket handovers, ensuring every team member has the full context.

You will get exposure to

• Working with APIs and third-party integrations, diagnosing real-world connectivity and data flow issues across a diverse client base.
• Developing your skills in SDK debugging and web technologies across both web and mobile platforms.
• Building an understanding of search, data feeds, databases, and relevance in the context of live digital commerce environments.
• Getting familiar with marketing automation and campaign operations, from customer data platforms to multi-channel messaging.
• Growing into technical support operations and incident management, learning how to collaborate with cross-functional teams and drive timely resolutions.

What We're Looking For

Required

• 1-3 years of professional experience in technical support, customer success, IT helpdesk, consultancy, marketing, campaigns, CRM, or a closely related field.
• Demonstrated ability to troubleshoot technical issues methodically and communicate findings clearly to non-technical audiences.
• Fluency in English, with strong written and verbal communication skills.
• Familiarity with SaaS platforms, web technologies, or cloud-based systems.
• Comfortable with working in a ticketing environment with SLAs and performance metrics.
• A proactive working style with the ability to manage multiple open cases simultaneously.
• Openness to feedback and a genuine drive to grow technically and professionally.

Nice to Have

• Experience supporting marketing technology, eCommerce, or personalization platforms.
• Exposure to AI-assisted workflows or tools in a professional context.
• Experience in a global or distributed support team operating across multiple regions.