Technical Support Specialist, L1/L2

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

📋 Description

• Act as the primary contact for incoming customer inquiries via email, portal, and chat.

• Classify, assess, and prioritize tickets based on severity and service level agreements (SLAs).

• Address common issues utilizing the knowledge base, macros, and established operating procedures.

• Collect customer details and replicate reported issues when feasible.

• Ensure accurate maintenance of ticket status, notes, and tags.

• Maintain clear communication with customers throughout the ticket resolution process.

• Achieve response and resolution targets as outlined in SLAs.

• Escalate issues that fall outside of Level 1 support with comprehensive, reproducible context.

• Manage complex and escalated tickets until full resolution is achieved.

• Investigate issues related to application, configuration, data, and integration, including SSO/SAML, SFTP, reporting, and user access.

• Replicate, analyze, and document root causes; implement fixes or workarounds as necessary.

• Collaborate with Engineering and Product teams on suspected defects and supply reproducible bug reports.

• Address higher-priority and time-sensitive incidents effectively.

• Develop and update content for the knowledge base.

• Support and mentor Level 1 colleagues on recurring problem areas.

• Manage customer expectations regarding timelines, next steps, and follow-through.

• Advocate for the customer perspective to Product and Engineering teams.

• Adhere to support processes and SLAs while identifying any gaps and friction points.

• Contribute to the development of macros, templates, and standard operating procedures.

• Transform recurring ticket issues into documentation and self-service content.

⛳️ Requirements

• Minimum of 1 year experience in a customer-facing technical or SaaS support position.

• Exceptional written English and the ability to communicate clearly and professionally.

• Strong skills in troubleshooting and problem-solving.

• Capability to learn a complex enterprise product.

• Experience with a ticketing system; Freshdesk preferred, or alternatively Zendesk, Jira Service Management, or similar platforms.

• Highly organized and detail-oriented, with the ability to manage multiple open tickets within SLAs.

• Willingness to work scheduled shifts to provide support across various time zones.

• For Level 2 / Senior candidates: At least 3 years in technical support or a similar technical role.

• For Level 2 / Senior candidates: Proficiency in investigating integrations, data, logs, and application configurations.

• For Level 2 / Senior candidates: Familiarity with APIs, SSO/authentication, file transfer (SFTP/SSH), and/or SQL.

• For Level 2 / Senior candidates: Experience in writing both customer-facing and internal documentation.

• Nice to have: Experience in supporting enterprise B2B software.

• Nice to have: Exposure to IWMS, real estate, workplace management, facilities, lease accounting, energy, or sustainability platforms.

• Nice to have: Familiarity with reporting or BI tools.

• Nice to have: Practical experience using AI or automation tools in a support context.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401(k) plan with company matching.

• Generous paid time off policy.

• Fully remote work arrangement.

• Inclusive and collaborative company culture.

• Commitment to equal opportunity employment.