Technical Support Specialist, Software (12-Month Contract)

About the role

A leading global technology company is looking for a Technical Solutions Expert on a 12-month contract to provide high-touch operational and technical support to key partners. The role investigates and resolves complex, time-sensitive issues, manages escalations and works closely with cross-functional teams to deliver a seamless partner experience.

Key responsibilities

• Provide high-touch operational and technical support for complex partner-related issues across digital platforms and products.
• Investigate, troubleshoot and resolve issues using structured root cause analysis, ensuring timely outcomes.
• Manage sensitive, high-priority and time-critical cases such as account access, security incidents, advertising issues and account management requests.
• Assess issue severity, manage escalations and coordinate with internal teams to drive resolution.
• Collaborate with cross-functional stakeholders across Partnerships, Engineering, Product and Global Operations.
• Support operational improvement through documentation, process enhancements, knowledge sharing and internal coordination.
• Manage multiple cases independently while maintaining high-quality support standards.

Required profile

• At least 3 years of experience in operations, technical support, customer support or partner/account management.
• Proven experience handling complex issues in a high-touch B2B or B2B2C support environment.
• Experience supporting digital platforms, software applications, cloud products or technology services.
• Ability to handle sensitive, high-pressure situations within tight timelines.
• Good to have: experience in Level 2 IT helpdesk, technical product support or customer service within technology companies.

Required skills

• Strong troubleshooting, triaging and problem-solving skills, including identifying root causes even when processes are unclear.
• Strong analytical skills, attention to detail and sound judgement in handling escalations.
• Proficiency in Excel and data tools.