Technical Support Specialist

As a Technical Support Specialist at Evergen, your responsibilities will include the following:

• Provide timely, accurate technical support to end users, clients, and internal teams via agreed support channels.
• Investigate, diagnose, and resolve software, platform, and integration issues, escalating where appropriate.
• Manage support tickets effectively, ensuring accurate documentation, prioritisation, and resolution within SLAs.
• Collaborate with Engineering, Operations, and Client Success to resolve complex issues and improve platform reliability.
• Communicate clearly with stakeholders on issue status, root cause, and resolution progress.
• Contribute to the creation and maintenance of support documentation, knowledge bases, and troubleshooting guides.
• Identify recurring issues and recommend process or system improvements to reduce future incidents.
• Support platform monitoring, incident response,...