Technical Support Representative – Tier 2

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

📋 Description

• Oversee and prioritize support tickets from enterprise customers while adhering to established response and resolution timelines.

• Analyze and resolve intricate technical challenges related to web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.

• Manage the addition, updating, and removal of Admin Dashboards, as well as oversee customer platform access.

• Diagnose and fix issues related to customer programs, track setups, Admin Dashboards, and reporting.

• Resolve login issues related to SSO and non-SSO, including SAML, Microsoft, and Google authentication errors.

• Examine authentication and SSO logs to pinpoint the root causes of access failures.

• Troubleshoot issues with Google Workspace, Microsoft 365, Microsoft Teams integrations, and associated admin-console functionalities.

• Diagnose problems related to video, audio, browser, network, VPN, firewall, bandwidth, and connectivity.

• Review session data from TokBox (Vonage Video API) to detect technical issues and decide when escalation is necessary.

• Collaborate with Support Engineering and Engineering teams to analyze complex customer issues and technical defects.

• Direct technical escalations to the relevant engineering team based on product area, impact, and severity.

• Develop comprehensive Jira tickets for bugs, detailing reproduction steps, expected versus actual behavior, relevant logs or screenshots, environmental details, and customer impact.

• Follow up on engineering escalations until issues are resolved and customers are informed of the resolutions.

• Promptly escalate critical platform-down or outage incidents and keep relevant stakeholders updated until service restoration.

• Work alongside Engineering to investigate defects and validate fixes.

• Design and configure workshops for customers and manage modifications to scheduled sessions.

• Gather feedback on products from customers and relay actionable insights to Product and Engineering teams.

• Identify recurring technical issues and trends, escalating them for further analysis.

• Participate in monthly Support Engineering meetings to review ongoing issues, trends, and process enhancements.

• Attend biweekly CESO Tier 1 Release Enablement sessions to remain informed about product releases and prepare the support team for upcoming changes.

⛳️ Requirements

• A minimum of 3 years of experience in technical support or a related customer-facing technical role, ideally within a B2B SaaS context.

• Proven experience in supporting enterprise clients and managing intricate technical issues through to resolution.

• Direct experience with customer administration, access management, and user provisioning.

• Familiarity with identity and authentication technologies, such as SAML 2.0, OAuth, and OpenID Connect (OIDC).

• Experience in reviewing authentication or SSO logs and diagnosing access and sign-in failures.

• Background in troubleshooting Google Workspace and Microsoft 365, including their administrative consoles and integrations.

• Strong technical understanding of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues.

• Knowledge of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.

• Capability to systematically replicate technical issues and document reproduction steps, screenshots, logs, browser/device information, and other pertinent evidence.

• Experience in escalating issues to Engineering and crafting clear, actionable Jira tickets.

• Proficient in using Slack, Zendesk, and Jira, including raising and tracking issues with cross-functional teams.

• Proven ability to manage and prioritize support queues according to SLAs.

• Strong logical, analytical, critical-thinking, and problem-solving skills.

• Exceptional attention to detail and the ability to analyze technical information and data effectively.

• Excellent written and verbal communication skills in English, with the ability to clarify technical issues to non-technical audiences.

• Strong sense of ownership and follow-through, with the capacity to drive issues to resolution.

• Ability to recognize recurring issue patterns and determine when escalation is necessary.

• Proficiency in multitasking, prioritizing, and managing time efficiently.

• Strong stakeholder management, interpersonal, collaboration, and teamwork skills.

• Commitment to quality, consistency, and adherence to established customer and support guidelines.

• Flexible and adaptable mindset in a continuously changing environment.

• Willingness and flexibility to work rotational shifts.

🏝️ Benefits

• Opportunity to engage directly with enterprise customers and tackle complex technical challenges.

• Exposure to SaaS technologies, authentication systems, integrations, networking, and real-time communication platforms.

• Practical experience with tools and technologies including Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, SAML, OAuth, OIDC, Microsoft Teams, and Vonage Video API.

• Close collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.

• Opportunity to provide customer insights and technical feedback that influence product and process enhancements.

• Regular access to product releases and technical enablement sessions, fostering continuous learning and development.

• Chance to deepen expertise in enterprise technical support, troubleshooting, incident management, and engineering escalation.

• Collaborative and dynamic work environment with opportunities to take ownership of customer-impacting technical issues.