Technical Support Specialist, L1/L2

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

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

• Assess, classify, and prioritize tickets based on urgency and service level agreements (SLA).

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

• Collect customer information and replicate reported issues whenever feasible.

• Ensure ticket status, notes, and tags are accurately maintained.

• Engage with customers throughout the entire ticket lifecycle.

• Achieve response and resolution targets set by SLAs.

• Escalate issues that fall outside of L1 scope with complete and reproducible context.

• Manage complex and escalated tickets until resolution.

• Investigate issues related to applications, configurations, data, and integrations, including SSO/SAML, SFTP, reporting, and user access.

• Reproduce, diagnose, and document root causes; apply necessary fixes or workarounds.

• Collaborate with Engineering and Product teams on suspected defects and provide detailed bug reports.

• Handle high-priority and time-sensitive incidents efficiently.

• Develop and update content for the knowledge base.

• Assist and mentor L1 team members on recurring problem areas.

• Set and manage customer expectations regarding timelines, next steps, and follow-up actions.

• Represent the customer perspective to Product and Engineering teams.

• Adhere to support processes and SLAs while identifying gaps and areas for improvement.

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

• Transform recurring ticket causes into documentation and self-service resources.

⛳️ Requirements

• 1+ years of experience in a customer-facing technical or SaaS support position.

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

• Strong troubleshooting and problem-solving abilities.

• Capacity to learn a sophisticated enterprise product.

• Familiarity with a ticketing platform; Freshdesk preferred, or experience with Zendesk, Jira Service Management, or similar tools.

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

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

• For L2/Senior candidates: Minimum of 3 years in technical support or a similar technical role.

• For L2/Senior candidates: Proficiency in investigating integrations, data, logs, and application configurations.

• For L2/Senior candidates: Knowledge of APIs, SSO/authentication, SFTP/SSH, and/or SQL.

• For L2/Senior candidates: Experience in producing 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 business intelligence (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 contributions.

• Generous paid time off policy.

• Flexible work environment accommodating remote, hybrid, or in-office setups.

• Inclusive and collaborative workplace culture.

• Equal opportunity employment.