This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and address complex technical issues escalated from Tier 1 support.

• Respond to customer inquiries via phone, email, and chat while adhering to established SLAs and guidelines.

• Deliver exceptional customer service to clients, partners, and internal stakeholders.

• Collaborate with Product, Engineering, and QA teams to resolve issues and share knowledge.

• Acquire knowledge of integrated products such as Active Directory, Adobe Sign, Outlook, Word, Excel, and Salesforce.

• Utilize log analysis, Linux CLI, and cloud monitoring tools to determine root causes.

• Replicate customer issues in non-production environments and escalate confirmed bugs to Tier 3.

• Contribute to internal knowledge bases and documentation efforts.

• Assist in onboarding and mentoring Tier 1 team members.

• Coordinate with Tier 3, development, and CSM teams to ensure optimal customer experience.

• Perform other related duties as assigned.

⛳️ Requirements

• A minimum of 2 years of experience in a technical support capacity.

• Intelligence, creativity, familiarity with web-based technologies, and the ability to quickly learn a complex and diverse program.

• Experience with database concepts, web-based technologies, and operating systems.

• Strong troubleshooting and analytical capabilities.

• Excellent written and verbal communication skills in English.

• Ability to manage multiple priorities and articulate technical concepts clearly.

• Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience (preferred).

• Proficiency in using and troubleshooting the Agiloft product (preferred).

• Basic knowledge of SQL, Java, APIs, and Linux (preferred).

• Familiarity with RESTful APIs, webhook troubleshooting, and common integration patterns (preferred).

• Understanding of authentication protocols such as SAML MFA (preferred).

🏝️ Benefits

• Healthy work/life balance.

• Floating holidays.

• Quarterly wellness day with no questions asked.

• Employee Resource Groups (ERGs).