Tier 2 Support Specialist - Remote
Description:
Investigating and triaging product or technical issues
Act as the final escalation point for support line and tier 1 support.
Investigate complex issues related to the product functionality, performance or other technical challenges.
Create bug tickets using ClickUp as issues are confirmed or reproduced.
Collaborate closely with QA, product management and engineers to troubleshoot, document and determine priority of issues.
Assist QA engineers with testing, deployment, verify fix on production and communications to involved parties.
Maintain a consistent record of diagnosing and resolving product or technical issues in a timely and efficient manner.
Assist in the creation and refinement of technical documentation.
Requirements:
At least 2 years of experience in a similar role such as a technical support, analyst or specialist role.
Experience with messaging/phone/telephony systems (SMS).
Experience working with web applications.
Mobile app testing... or mobile app support experience.
Strong technical background, excellent problem-solving skills, and a passion for technology.
Strong verbal and written communication skills.
Self-motivated with the ability to work independently.
Fast learner & strong team player.
Willing to help your teammates, share your knowledge with them, and learn from them.
Bonus points if you have Experience with API testing and associated tooling.
Experience with basic programming or scripting languages (C#, typescript, python).
Database management.
Experience with QA testing or automation.
Benefits:
Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
Robust Insurance Plan including: Medical with $0 co-pay, Telehealth plan, Dental, Vision
Health Savings Account (HSA) with generous employer contributions
Flexible Spending Accounts (FSA)
Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
Company-paid Short & Long Term Disability coverage
Company-paid Employee Assistance Program (EAP)
Matching 401(k) with immediate full vesting
Employee Events Committee that plans fun in-person and virtual events
On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
Internet & Gym Reimbursement!
Work computer equipment is provided to help you succeed
Apply Now
Investigating and triaging product or technical issues
Act as the final escalation point for support line and tier 1 support.
Investigate complex issues related to the product functionality, performance or other technical challenges.
Create bug tickets using ClickUp as issues are confirmed or reproduced.
Collaborate closely with QA, product management and engineers to troubleshoot, document and determine priority of issues.
Assist QA engineers with testing, deployment, verify fix on production and communications to involved parties.
Maintain a consistent record of diagnosing and resolving product or technical issues in a timely and efficient manner.
Assist in the creation and refinement of technical documentation.
Requirements:
At least 2 years of experience in a similar role such as a technical support, analyst or specialist role.
Experience with messaging/phone/telephony systems (SMS).
Experience working with web applications.
Mobile app testing... or mobile app support experience.
Strong technical background, excellent problem-solving skills, and a passion for technology.
Strong verbal and written communication skills.
Self-motivated with the ability to work independently.
Fast learner & strong team player.
Willing to help your teammates, share your knowledge with them, and learn from them.
Bonus points if you have Experience with API testing and associated tooling.
Experience with basic programming or scripting languages (C#, typescript, python).
Database management.
Experience with QA testing or automation.
Benefits:
Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
Robust Insurance Plan including: Medical with $0 co-pay, Telehealth plan, Dental, Vision
Health Savings Account (HSA) with generous employer contributions
Flexible Spending Accounts (FSA)
Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
Company-paid Short & Long Term Disability coverage
Company-paid Employee Assistance Program (EAP)
Matching 401(k) with immediate full vesting
Employee Events Committee that plans fun in-person and virtual events
On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
Internet & Gym Reimbursement!
Work computer equipment is provided to help you succeed
Apply Now