Technical Support Engineer

Job Summary

A company is looking for a Technical Support Engineer, Tier 2.

Key Responsibilities

• Identify inefficiencies in support workflows and contribute to automation and documentation enhancements
• Provide deep technical guidance on 3rd party integrations and conduct in-depth troubleshooting
• Work closely with cross-functional teams to resolve customer-impacting issues and advocate for the Voice of the Customer

Required Qualifications

• 5-10+ years in technical support, product support, or developer support roles
• Experience in B2B SaaS or enterprise software support
• Proven track record of identifying inefficiencies and contributing to process improvements
• Experience handling high-priority client escalations and mentoring new hires
• Familiarity with support and troubleshooting tools such as Zendesk and Jira