Technical Support Specialist, Tier 2

Worldwide Salaried Open

Job Description:

Investigate, troubleshoot, and resolve complex technical issues related to our software products, diving deep into the code when necessary.
Collaborate with the Tier 1 support team to address escalated support tickets, providing expert guidance and assistance.
Document customer interactions and resolutions in our Zendesk ticketing system, maintain accurate records, and ensure proper follow-up.
Work closely with the development team to identify, report, and resolve software bugs.
Contribute to creating and maintaining knowledge base articles, technical documentation, and other support resources.
Participate in ongoing training to stay current with product updates, new features, and industry trends.
Provide feedback and recommendations to improve product functionality, usability, and performance.

Requirements:

Bachelor's degree in computer science, Engineering, or a related field is preferred.
3-5 years of experience in a technical support or software development role, preferably in a software or technology company.
Strong problem-solving skills and the ability to troubleshoot complex technical issues independently.
Proficient in programming languages, such as Java, JavaScript, or Python, and experience with web technologies and databases.
Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
A customer-centric mindset with a passion for delivering exceptional service and building solid relationships.
Familiarity with the Zendesk ticketing system, CRM platforms, and remote support tools.
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Benefits:

Unlimited paid time off
13 paid holidays
Unlimited wellness (sick) time off
Medical, dental, and vision benefits (Blue Cross Blue Shield) - medical benefits start on day one!
Company-paid life insurance
Short-term & long-term disability
12 weeks paid maternity leave
4 weeks paid paternity leave
Automatic enrollment into our 401k
Access to physical and mental wellness programs
Financial literacy training with Fidelity
Exceptional colleagues with a passion for global education!

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