What are the responsibilities and job description for the Technical Support Specialist position at Trustmi Network Ltd.?
Trustmi is a fast-growing fintech and cybersecurity company helping organizations prevent fraud and errors in B2B payments. Our platform protects supplier payment processes and gives finance teams confidence in every transaction.
We are looking for a motivated and customer-focused Technical Support Specialist to join our team.
Role Overview
As a Technical Support Specialist, you will be the first point of contact for customers needing assistance with our platform. You will troubleshoot technical issues, guide users through solutions, and work closely with Product, Engineering, Customer Success, and Operations teams to ensure an excellent customer experience.
- Respond to customer support requests via email, chat, and ticketing systems
- Troubleshoot platform, integration, and user access issues
- Diagnose technical problems and provide timely resolutions
- Escalate complex issues to Engineering or Product teams when needed
- Track and manage tickets through resolution while meeting SLA targets
- Document issues, solutions, and recurring trends
- Support onboarding and user training when needed
- Partner with Customer Success to ensure customer satisfaction and retention
- Help improve internal support processes and knowledge base content
- 4 years of experience in Technical Support / SaaS Support / Customer Support in fintech, cybersecurity, or B2B SaaS
- Strong troubleshooting and problem-solving skills
- Experience supporting enterprise customers
- Familiarity with APIs, SSO, integrations, CSV/data imports
- SQL or basic technical investigation skills
- Experience working with ticketing systems
- Excellent communication skills in English
- Customer-first mindset with urgency and ownership
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable working cross-functionally with technical and business teams