About the Role

If you’re passionate about solving technical issues and providing high-quality support to a diverse community of users, this is the role for you. We’re seeking a motivated Support Engineer (Tier 2) to join our growing team of support professionals. In this position, you will serve as the face of the company for teams and companies using our innovative software solutions, handling a broad range of support tickets that will help flex your technical muscles.

Responsibilities

• Act as a primary point of contact for customers, addressing and resolving their technical inquiries and issues in a timely manner.
• Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions.
• Collaborate with the Customer Experience team and Product Engineering to identify and address recurring issues effectively.
• Document customer interactions and solutions in our ticketing system to improve support processes.
• Provide feedback on customer experiences to enhance our product and service offerings.
• Participate in training sessions for new support team members, sharing knowledge and best practices.
• Stay updated on our product features and technical advancements to provide accurate support.

Requirements

• Proven experience in a technical support role, preferably in a Tier 2 capacity.
• Strong troubleshooting skills and a solid understanding of network protocols and configurations.
• Excellent communication skills, with the ability to convey complex technical concepts to non-technical users.
• Experience with ticketing systems and customer support software.
• Ability to work independently and collaboratively in a distributed team environment.
• Familiarity with programming languages or scripting is a plus.

Benefits

• Competitive salary and comprehensive benefits package.
• Flexible working hours and the ability to work remotely from anywhere in the USA.
• Opportunities for professional development and growth within the company.
• A supportive and inclusive company culture that values innovation and teamwork.
• Access to the latest technology and tools to enhance your productivity.