Platform Support Specialist

Puzzle

. Own account, access, feature, and transaction-related inquiries from initial contact through resolution.

Posted 10/10/2026full-timeHondurasJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and technical troubleshooting for web and mobile applications, with a strong focus on case management, communication, and collaboration across teams. Maintains high standards of data protection and user information handling while identifying trends for continuous improvement.

Highest-signal resume keywords

Customer Support ExperienceTechnical TroubleshootingCase Management SkillsWritten Communication SkillsExperience with Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingCase ManagementData Protection PracticesSupport Metrics Familiarity

Soft Skills

Empathetic CommunicationOrganizational SkillsSound JudgmentAttention to DetailCalm Under Pressure

Tools & Technologies

Ticketing SystemsZendeskKnowledge-Base Platforms

Industry Keywords

Consumer Application SupportDigital Product SupportEscalation ProcessesIncident ManagementPayments Support

About the role

Key responsibilities & impact

Own account, access, feature, and transaction-related inquiries from initial contact through resolution.
Troubleshoot issues across web and mobile platforms.
Gather reproduction steps, device information, expected behavior, and actual results when investigating technical issues.
Escalate product defects to QA and Engineering with clear, actionable information.
Escalate safety-related concerns to the appropriate Trust & Safety team.
Keep users informed throughout the resolution process.
Follow established support procedures, account-verification processes, and data-protection practices.
Maintain and improve help-center articles, internal documentation, and response guidance.
Identify recurring issues and communicate trends and opportunities for improvement to appropriate teams.
Handle sensitive user and account information responsibly.
Work closely with the Platform Support Lead and collaborate with QA, Engineering, Product, and Trust & Safety teams.
Meet response, resolution, and case-quality targets; reduce aged cases and repeat contacts.
Improve guidance for recurring issues and report user friction points and improvement opportunities.

Requirements

What you’ll need

2+ years of experience in customer support, technical support, or platform support for a consumer application or digital product.
Strong written communication skills with an empathetic and customer-focused approach.
Excellent case management and organizational skills.
Sound judgment and the ability to remain calm and effective under pressure.
Experience working with ticketing or customer support systems.
Experience troubleshooting web and mobile applications.
Familiarity with support metrics and service-quality standards.
Ability to work a defined full-time support schedule.
Strong attention to detail when handling sensitive account and customer information.
Nice to have: Experience supporting creator, social, community, or subscription-based platforms.
Nice to have: Experience supporting payments or transaction-related issues, including Stripe.
Nice to have: Experience with knowledge-base platforms such as Zendesk.
Nice to have: Experience writing or maintaining customer-facing support documentation.
Nice to have: Familiarity with escalation and incident-management processes.

Benefits

Comp & perks

Competitive Salary: Earn a USD salary that matches your skills and experience.
Paid Time Off: Generous PTO to support your work-life balance and recharge.
Health Insurance Subsidy: Financial assistance to support your healthcare coverage.
Annual Salary Reviews: Structured annual evaluations to recognize and reward performance.
Paid Training & Certifications: Continuous support for professional growth and upskilling.