Technical Support Specialist (L1)

At Open Loyalty, we help companies engage and retain their customers with our robust toolkit of loyalty and gamification mechanics. The solution is used by 65+ companies from retail, insurance, and CPG sectors, coming from 45+ markets and including brands such as Limango, Heineken, JTI, ALDO, or the U.S. Soccer Federation. We are 50+ loyalty and technology professionals who are here to disrupt the future of the loyalty industry.

• Proven experience in a fast-paced SaaS environment.
• Experience in a support role, handling tickets and documentation.
• Fluent written and verbal English.
• Understanding of what an API is.
• Ambition to master Postman, Webhooks, SQL/Databases, and technical troubleshooting.
• Clear ambition to grow into L2 and then Integration Engineering.

• Act as the primary responder for all incoming support requests via Jira, email, and Slack.
• Prioritize and categorize tickets based on urgency and impact.
• Resolve low complexity technical issues, ensuring timely and accurate solutions for customers.
• Maintain detailed and accurate logs of customer interactions via Jira notes to ensure a seamless audit trail.
• Identify and "warm-handoff" complex technical bugs or service outages to L2/L3 teams with comprehensive reproduction steps.
• Draft and update internal and customer-facing Help Center articles to promote user self-service.
• Monitor recurring user pain points and provide actionable feedback to the Product and Engineering teams to influence the software roadmap.