Level 2 Support Representative
Job Summary
As a full-time Level 2 Support Representative working remotely, the candidate will resolve complex customer issues, collaborate with cross-functional teams, and enhance support processes while acting as a subject matter expert on the platform.
Key responsibilities
- Act as a product and workflow expert for L1 agents and internal teams
- Host live troubleshooting and screen-share calls with customers to resolve complex issues
- Investigate and resolve escalated support tickets via Zendesk, phone, and email
Required qualifications
- 2-5+ years in a technical customer support or SaaS support operations role
- Demonstrated experience resolving complex, escalated support issues independently
- Strong technical troubleshooting skills across integrated SaaS platforms
- Proficiency with Zendesk or a similar ticketing platform
- Experience interpreting customer-facing issues using logs and metrics dashboards
Complete Job Description
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