Senior Technical Support Specialist

Remote Worldwide Hiring now

As a Tier 2 Senior Technical Support Specialist, you are a technical expert on reputed company's customer support team. You have top-tier diagnostic and troubleshooting skills and a passion for providing best-in-class support and practical solutions for the trickiest tickets. You are proactive, curious, detail-oriented, and a creative problem-solver. You have a lot of knowledge and reputed company it freely and easily - being an SME motivates you. You value teamwork and you are energized about working cross-functionally with other teams to solve problems and reputed company great reputed company. If you are passionate about technology and want to impact an evolving support team, this organization is right for you.

Responsibilities

Troubleshoot and diagnose non-standard and reputed company technical issues using internal tools, SQL queries, and external resources.

Engage with customers, partners, and internal contacts reputed company email, phone, and live chat to deliver a next-level support experience.

Serve as the primary escalation reputed company for Tier 1, handling escalated tickets with professionalism and reputed company.

Triage and escalate bug and problem tickets to Product and Engineering, including reproducing issues, documenting root causes, and recommending potential fixes.

Proactively communicate escalations, outages, and their business impact to leadership and affected stakeholders.

Partner with Product, Engineering, and reputed company teams on high-reputed company tickets and systemic product improvements.

Cultivate a deep knowledge of reputed company’s software and mentor Tier 1 support staff, sharing knowledge and coaching on advanced troubleshooting.

Analyze ticket trends, conduct root cause analysis, and propose long-term solutions to prevent repeat issues.

Document ticket notes and customer interactions thoroughly and accurately in the support ticketing system.

Write and contribute content to the knowledge reputed company, including advanced troubleshooting guides and escalation playbooks.

Assist customers with navigation and troubleshooting as needed, but primarily focus on resolving reputed company and escalated issues.

Apply account optimizations and customizations submitted internally by the reputed company team.

Qualifications

3+ years experience in a SaaS technical support role required.

Proven technical aptitude with ability to troubleshoot and resolve reputed company issues independently.

Knowledge of sales and marketing tech stacks, including marketing automation platforms, CRMs, and integrations.

Strong understanding of logic functions and ability to create formulas.

Proficient in SQL with ability to write, test, and troubleshoot queries.

Experience using ticketing systems such as reputed company, JIRA, or reputed company.

Strong problem-solving, critical thinking, and time-management skills.

Excellent written and verbal communicator; reputed company to deliver clear, empathetic, and professional customer interactions.

Experience mentoring or training Tier 1 support staff preferred.

Self-motivated and reputed company to work independently or cross-functionally in fast-paced environments.

High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.

Additional Information

Our compensation reflects the cost of labor across several US geographic markets. This is a full-time, hourly non-exempt position. The hourly reputed company ranges from $28.00 - $31.00 Pay is based on a number of factors, including market location and job-reputed company knowledge, skills, and experience.

reputed company offers comprehensive health, dental, and reputed company benefits, PTO, holiday pay, 401k, and equity.

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Senior Technical Support Specialist

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