Tier 2 Customer Support Specialist

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

📋 Description

• Act as the main escalation point for intricate customer issues referred from Tier 1 Support.

• Analyze and resolve advanced technical challenges related to platform functionality, integrations, configurations, authentication, and operational performance.

• Leverage diagnostic tools, system logs, platform data, and technical analysis to pinpoint root causes and provide solutions.

• Offer configuration suggestions and best practices to enhance platform performance and user experience.

• Handle complex support cases in line with established service-level agreements (SLAs).

• Prioritize and manage the resolution of significant customer issues.

• Escalate matters requiring Engineering or Product involvement with the necessary documentation and communication.

• Maintain proactive communication with customers regarding the status of issues, progress, and resolution strategies.

• Conduct technical analysis of platform behavior, application logs, APIs, integrations, and system interactions.

• Create and document repeatable troubleshooting methodologies.

• Collaborate with Product and Engineering teams to validate fixes and address systemic issues.

• Relay customer feedback, recurring challenges, and opportunities for enhancement.

• Develop and maintain both internal and customer-facing technical documentation, troubleshooting guides, knowledge base articles, FAQs, and support resources.

• Provide guidance and mentoring to Tier 1 Support Specialists.

• Assist in the onboarding and development of new support team members.

• Collaborate with Engineering, Product Management, QA, Customer Experience, Customer Success, and Account Management teams.

• Contribute to initiatives for process improvement and technical enablement programs.

⛳️ Requirements

• 1-3 years of experience in technical support or a related field.

• Knowledge of SSO configuration and API troubleshooting.

• Excellent communication skills with the ability to convey technical information to non-technical customers.

• Strong problem-solving and analytical abilities.

• Capability to work both independently and collaboratively in a team environment.

• Strong time-management and prioritization skills.

• Must be comfortable working in a remote setting.

🏝️ Benefits

• Annual bonus eligibility of 2%.

• Opportunity for remote work.