Technical Support Specialist
Listed on 2026-01-22
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IT/Tech
Technical Support, IT Support, HelpDesk/Support, Data Analyst
Red Track is a product-led, fast-scaling SaaS company helping performance marketers and e-commerce brands track, attribute, and optimize their ad spend. We operate as a fully distributed team across multiple countries and cultures, united by a shared focus on ownership, clarity, and impact.
As Red Track continues to grow, we are strengthening our Customer Care Team to ensure our clients receive fast, thoughtful, and technically sound support at every stage of their journey and looking for a Technical Support Specialist who enjoys solving technical problems, working closely with customers, and making complex things clear and usable.
Why this role matters
Our customers rely on Red Track to make critical business decisions based on their data. In this role, you will help ensure that their tracking works as expected, issues are resolved quickly and accurately, and every customer feels supported and confident using our product. Your work directly impacts customer trust, retention, and the overall quality of the Red Track experience.
Tasks- Providing troubleshooting and technical support to clients via e-mail and live chat
- Assisting with all cases of Red Track clients and providing support by helping to identify various issues
- Supporting clients in configuring accounts to ensure a successful customer journey
- Keeping accurate notes and details on support requests
- Communicating with the team members regarding ongoing issues
- Documenting software problems for review and correct actions
- Troubleshooting, first-level diagnostics, providing technical and product expertise to clients’ queries
- Working cross-functionally with Product and Sales teams
What we expect
- Ability to troubleshoot technical issues using structured approaches and logical investigation steps
- Strong skills in explaining technical concepts clearly and simply to customers with different levels of technical background
- Experience working with reports and dashboards, including validating data accuracy and identifying discrepancies
- Good understanding of how web applications work, including tracking, data flow, and client-server interaction basics
- Awareness of data privacy and data handling principles in a customer-facing environment
- Experience with SaaS products; background in E-commerce and/or AdTech is a strong advantage
- Fluency in English and at least one additional language
Nice to have
- HTML / JavaScript basics
- Experience with advertising platforms (Meta, Google Ads, Tik Tok)
- Familiarity with tracking systems
- Competitive compensation and stock option program
- Fully remote setup with flexible working hours
- 21 paid vacation days plus 10 personal paid holidays
- Paid sick leave and maternity/paternity leave
- A collaborative team culture built on ownership, clarity, and trust
- Opportunities for professional growth, experimentation, and real impact
- Team offsites and conference trips - we love connecting offline too
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