Software Support Specialist II

Job Summary

A company is looking for a Customer Support Specialist II to provide high-quality technical support for escalated customer issues.

Key Responsibilities:

• Diagnose and resolve complex software and technical issues escalated from Tier 1 support
• Act as a technical liaison between Customer Experience, Product, Engineering, and QA
• Create and maintain detailed documentation and internal troubleshooting guides

Required Qualifications:

• 5+ years of technical support experience in a SaaS or enterprise software environment
• 3+ years of experience with technical customer support tools like Zendesk and Azure DevOps
• Knowledge of AV and networking systems and troubleshooting
• Experience with Microsoft SQL Server and Windows Server
• Preferred knowledge of artificial intelligence tools and concepts