Position Summary
The Senior Technical Support Analyst is a high-level technical and client-facing role, with a defined path toward department leadership. This position is responsible for owning the most complex and escalated support cases, serving as a mentor to junior associates, and acting as the primary coordination point between the support team and Manager of Client Support.
At this level, exceptional critical thinking is a core requirement. Many issues present multiple viable solutions, and determining the right course of action demands a deep understanding of each client's unique operation, priorities, and environment.
We are committed to helping every team member reach their fullest potential — whether that means deepening expertise, exploring leadership opportunities, or working across different parts of the business.
If you're looking to grow into a Head of Support or Customer Support Manager role, this position is built for that trajectory.
This is a fully remote position working within a defined shift of either 15-23h or 16-24h Belgrade time.
Essential Duties and Responsibilities
- Own escalated and high-priority support cases from intake through resolution, applying critical analysis to identify the most appropriate solution for each client’s unique operational context
- Evaluate multiple potential solutions for complex issues and exercise sound judgment in recommending the best course of action based on client needs, configurations, and business impact
- Ask probing questions and actively listen to develop a thorough understanding of each client’s environment before recommending a resolution path
- Serve as the primary point of coordination with the Manager of Client Support, communicating systemic issues, recurring bugs, and customer-reported feature gaps
- Investigate and diagnose issues involving the company’s PHP-based web application and SQL database layer, working alongside developers to pinpoint root causes
- Mentor and coach junior support associates on critical thinking approaches, guiding them to look beyond surface-level fixes and consider the full picture of each customer’s situation
- Develop and maintain internal knowledge base articles, escalation workflows, and support standard operating procedures
- Track and prioritize product issue patterns, ensuring the Manager of Support has the context needed to escalate these to Product for roadmap and bug-fix decisions
- Assist in onboarding, and training new support team members
Non-Essential Duties and Responsibilities
- Participate in cross-functional meetings with product, engineering, and leadership teams as needed
- Assist with quality assurance reviews of new platform features or updates prior to release, providing a support-lens perspective
- Contribute to the development of training materials and onboarding resources for new support hires
- Perform other duties as assigned by direct supervisor
Minimum Job Qualifications
- Bachelor’s degree in IT or related field or comparable experience
- 4+ years of experience in technical support and/or SaaS service delivery, with at least 1–2 years in a senior, lead, or escalation-focused role
- Exceptional critical thinking and analytical skills — must be able to assess complex, multi-faceted issues, consider multiple resolution paths, and determine the right solution based on a thorough understanding of the client’s specific needs and environment
- Ability to use analytical skills while researching and documenting issues experienced by clients. Sufficient application knowledge to navigate and perform basic functionality of a single software application.
- Ability to re-create client issues and document test paths.
- Microsoft Windows Server, SQL Server, and IIS web site knowledge.
- Working knowledge of PHP application behavior (ability to read logs, understand error messages, and communicate findings to developers)
- Familiarity with SQL databases — able to run basic queries to investigate data-related support issues
- Web Services and API experience
- Excellent written and verbal English communication skills, including the ability to ask probing questions, actively listen, and translate technical findings for non-technical stakeholders
- Highly organized, data-informed, and able to operate with a high degree of autonomy in a fully remote setting
- Must be available to work either 15-23h or 16-24h Belgrade time
Nice to Have:
- Hands-on experience with support platforms such as Zendesk, Freshdesk, Intercom, Zammad or similar
- Familiarity with parking, transportation, or point-of-sale technology
- Familiarity with Agile or product development workflows
About Fullsteam
Fullsteam’s embedded solutions platform helps software companies and their customers grow faster and operate more efficiently.
By offering industry-specific solutions like payments, marketing, insurance, and merchant capital, all integrated into the software experience, our companies deliver more value, unlock new revenue, and simplify how business gets done.
For more information, please visit https://www.fullsteam.com/
By applying for this position, I acknowledge that I have read the PRIVACY NOTICE FOR JOB CANDIDATES at the following link / Apliciranjem za ovu poziciju, potvrđujem da sam upoznat/a sa OBAVEŠTENJEM O PRIVATNOSTI ZA KANDIDATE ZA POSAO na sledećem linku: https://www.fullsteam.com/serbia/privacy
