Technical Support Specialist (Remote, Morocco)

About the role

DataChi is a fast-growing technology company that builds data management and analytics solutions for businesses worldwide. It is looking for a highly motivated and empathetic Technical Support Specialist based in Morocco to join its global support team. The specialist is the first point of contact for customers, helping them troubleshoot technical issues, navigate the platform and reach their data goals, acting as a bridge between users and the engineering teams.

Key responsibilities

• Respond to customer inquiries by email, chat and support ticketing systems in a timely and professional way
• Diagnose, reproduce and resolve technical issues on the DataChi platform, data pipelines and API integrations
• Identify complex, high-priority bugs and escalate them to Tier 2 and Engineering teams with clear reproduction steps
• Create and update internal knowledge base articles, FAQs and public user documentation
• Gather customer feedback and share insights with the Product team to help shape the product roadmap
• Assist new users with account setup, technical configuration and platform best practices

Required profile

• 2+ years of experience in B2B technical support, IT helpdesk or application support, preferably at a SaaS or tech company
• Exceptional written and verbal communication in English and French, able to explain complex technical concepts to non-technical users
• Strong analytical skills and a methodical approach to finding the root cause of issues
• Dedicated, quiet workspace with a reliable high-speed internet connection, and ability to manage time remotely
• Willingness to work in overlapping shifts to cover global time zones such as Central Europe business hours

Required skills

• Familiarity with databases (SQL)
• API troubleshooting (REST/JSON)
• Basic web technologies

What we offer

• 100% remote work within Morocco, with a company-provided laptop and a monthly stipend for home internet and workspace setup
• Health insurance for you and your dependents
• Learning and development budget, certifications and career growth paths
• Paid time off, paid sick leave and regional public holidays