Tier 2 Technical Support Specialist
Job Summary
Resolving complex technical issues for customers, the full-time Tier 2 Technical Support Specialist will provide advanced troubleshooting and issue resolution while working remotely, collaborating with cross-functional teams to enhance product quality and customer experience.
Key Responsibilities
- Serve as the primary escalation point for complex customer issues and manage support cases in accordance with service-level agreements (SLAs)
- Conduct in-depth technical analysis to identify root causes of customer-reported issues and develop repeatable troubleshooting methodologies
- Create and maintain technical documentation and contribute to knowledge management initiatives to improve self-service resources
Required Qualifications
- 1-3 years of experience in technical support or a related field
- Familiarity with SSO configuration and API troubleshooting
- Ability to work independently and collaboratively in a remote environment
- Strong time-management and prioritization skills
- Experience in mentoring or training team members is a plus
Complete Job Description
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