➡️ Apply here: B2B Tech Support Specialist
👩💼 Want to stand out? Improve your resume to appeal to recruiters, hiring managers, and Applicant Tracking Systems. ➡️ Improve your resume
**Job Title:** B2B Tech Support Specialist
**Company:** Esoterica
**Location:** Tbilisi, Georgia
**Employment Type:** Full-Time, shift-based schedule including night shifts.
**Overview:**
Esoterica is seeking a detail-oriented and technically proficient B2B Tech Support Specialist to join their support team. The role involves providing timely, accurate, and professional technical assistance to B2B partners, resolving issues, improving satisfaction, and contributing to support process efficiency.
**Key Responsibilities:**
* Respond to technical inquiries and troubleshoot issues reported by B2B partners.
* Provide clear, concise, and timely updates on issue status and resolution steps.
* Collaborate with internal teams (Product, Engineering, QA) to escalate and resolve complex problems.
* Follow established support workflows and standard operating procedures.
* Identify recurring issues and suggest improvements to processes or documentation.
* Maintain accurate records of support interactions and resolutions.
* Serve as a reliable point of contact for assigned B2B partners.
* Build trust through consistent, professional, and empathetic communication.
* Ensure partner satisfaction by delivering high-quality support experiences.
* Work closely with other support specialists and the team leader to share knowledge and best practices.
**Qualifications:**
* Bachelor’s degree in computer science, Information Technology, or related field preferred.
* Equivalent experience in technical support may be considered.
* 1+ year in technical support, preferably in the gaming or software industry.
* Experience supporting B2B clients or partners is a strong plus.
**Skills:**
* Good understanding of troubleshooting techniques and support workflows, with willingness to learn and adapt.
* Clear and effective communication – both in writing and in conversation.
* Ability to stay organized and handle multiple tasks in dynamic environments.
* Familiarity with support ticketing systems and CRM tools, or willingness to become comfortable with them.
**Technical Skills:**
* Basic familiarity with Windows, Linux, and macOS operating systems and basic system administration.
* Basic understanding of core networking concepts such as (TCP/IP, DNS, HTTP/HTTPS, VPN, firewalls).
* Awareness of system monitoring practices (checking logs, tracking performances, setting up alerts).
* Understanding of application functions, APIs, and databases (basic SQL queries, connectivity troubleshooting).
* Experience using ticketing systems and remote support tools.
* Logical and methodical approach to troubleshooting and problem resolution.
**Preferred Tools & Technologies:**
* Monitoring tools like: Prometheus, Grafana, Loki
* Ticketing system: Jira.
* Collaboration tools: Microsoft Teams and Confluence.
* Basic understanding of relational databases (PostgreSQL)
* Familiarity with version control systems like Git.
**Application:**
Please send your CV to the following email address: mtskhoidze@esoterica.games