[Hiring] Technical Support Specialist @Hupo

Role Description

As our client base grows, so does the number of issues that need a fast, clear and consistent response. We’re looking for our first Technical Support Specialist to own the customer support experience from the moment an issue comes in until it is resolved and confirmed with the client.

You’ll be the main point of contact for incoming support requests, working closely with our Support Engineer, who handles deeper technical investigations, and coordinating with Engineering and Product when needed. Beyond resolving individual issues, you’ll build the processes, documentation and knowledge base that help us deliver reliable support as we scale.

As our first Support hire, you’ll have the opportunity to shape how Hupo handles customer support, with room to grow into a leadership position as the team expands.

What You'll Do

• Own incoming customer support requests
• Own our customer support platform as the single intake channel for support requests
• Send the first response to every ticket within the agreed response time
• Gather the information needed to investigate issues
• Resolve common issues that don't require Engineering
• Help clients with access, configuration and platform questions
• Troubleshoot login and access issues involving SSO and SAML sign-in
• Handle configuration questions and changes within admin tools
• Support enterprise IT and security questions relating to access
• Help troubleshoot voice and session quality issues
• Investigate platform and integration questions
• Manage escalations and coordinate with Engineering and Product
• Log issues requiring Engineering or Product input in Jira
• Define and maintain ticket routing rules
• Keep customer support tickets and Jira statuses in sync
• Track escalated tickets and follow up with owners
• Keep clients informed and manage incidents
• Own response times and regular status updates for every open ticket
• Manage client communication during incidents
• Share root-cause analyses (RCAs) with clients
• Join client calls for escalations and regular support reviews
• Write clear client-facing communications
• Report weekly on ticket volume, response times, and recurring issues
• Build the knowledge base and improve support processes
• Build and maintain a knowledge base for clients and the internal team
• Develop our built-in help center and AI-powered answers
• Identify recurring issues and opportunities to improve documentation

What Success Looks Like

• Establish a reliable support process
• Ensure Engineering receives clear, actionable information for escalated issues
• Build consistent ticket routing, prioritisation and status-tracking practices
• Create and maintain a useful knowledge base and help center
• Establish regular reporting on support performance and recurring issues

What We're Looking For

Must-Haves

• 2–4 years of experience in customer support or technical support at a B2B SaaS company
• Working knowledge of SSO and SAML, user provisioning, roles and permissions
• Comfort with browser, permission and network basics
• Clear written communication skills
• A structured approach to gathering troubleshooting information
• Experience using Jira and a customer support or helpdesk tool
• Strong ownership and follow-through
• Willingness to work directly with clients' IT teams

Nice-to-Haves

• Experience with Gleap or a comparable in-app support and help-center tool
• Familiarity with WebRTC, real-time audio or speech-to-text systems
• Familiarity with LMS or SCORM integrations
• Experience supporting enterprise clients in banking, financial services or insurance
• Experience supporting an LLM or AI product in production
• Experience building a knowledge base from resolved tickets