Technical Support Specialist III

About the role

Customer Support organization at Highspot, a leader in AI‑powered sales enablement SaaS. The Technical Support Specialist III resolves complex cloud, API, authentication and integration issues, partners with Engineering and Product to drive fixes, and mentors support engineers. Works from Hyderabad with a hybrid model, balancing remote work and on‑site collaboration, and contributes to process automation and knowledge base creation.

What you’ll do

• Serve as escalation point for complex cloud and integration issues
• Lead end‑to‑end investigation and resolution of critical escalations
• Partner with Engineering to identify and validate product defects
• Mentor and coach support engineers through case reviews and training
• Drive improvements in support tooling, documentation and automation
• Create knowledge base articles and technical playbooks
• Analyze recurring issues for root cause and product recommendations
• Participate in incident response and support metric tracking

What you’ll bring

• 7–10 years technical support in SaaS
• Expertise with REST APIs, JSON, Postman, SQL
• Strong Linux, Windows, networking and cloud fundamentals
• Experience with AWS, Azure or GCP
• Proficient in Python, Bash or JavaScript scripting
• Familiar with Salesforce, Zendesk, Jira or ServiceNow
• ITIL Foundation certification preferred
• Excellent customer communication

Skills