Technical Support Engineer 2

Accountabilities:

- Investigate, troubleshoot, and resolve advanced technical issues escalated by Tier 1 support teams, ensuring timely and effective solutions.

- Respond to customer inquiries through phone, email, and chat channels in accordance with established service-level agreements (SLAs), support guidelines, and quality standards.

- Deliver excellent technical assistance and customer service to clients, partners, and internal stakeholders throughout the support process.

- Analyze system logs, use Linux command-line tools, and leverage cloud monitoring solutions to identify technical problems and determine their root causes.

- Reproduce reported customer issues in non-production environments, validate findings, and escalate confirmed software defects to Tier 3 support or development teams.

- Collaborate with Product, Engineering, Quality Assurance, and Customer Success teams to investigate complex issues, coordinate resolutions, and share technical knowledge.

- Develop in-depth knowledge of the core platform, contract lifecycle management workflows, and related technologies.

- Support and troubleshoot integrations with third-party applications and services, including Active Directory, Adobe Sign, Microsoft Outlook, Word, Excel, and Salesforce.

- Contribute to internal knowledge bases, technical documentation, troubleshooting guides, and support resources to improve team efficiency and knowledge sharing.

- Assist with onboarding, technical guidance, and mentoring of Tier 1 support team members.

- Identify recurring technical issues and opportunities to improve troubleshooting procedures, support workflows, and the overall customer experience.

- Take on additional responsibilities and technical support initiatives as required.

Requirements:

- At least 2 years of professional experience in a technical support, software support, or similar IT troubleshooting role.

- Strong analytical and logical reasoning abilities, with a demonstrated passion for investigating technical problems and developing effective solutions.

- Good understanding of web-based technologies, database concepts, and operating systems.

- Ability to quickly learn complex software platforms, understand interconnected technologies, and develop specialized product expertise.

- Experience diagnosing and troubleshooting technical issues in software applications and enterprise environments.

- Familiarity with Linux environments and command-line tools, including the ability to investigate system behavior and analyze technical logs.

- Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to customers and internal stakeholders.

- Strong customer service orientation, attention to detail, and sound judgment when handling complex or sensitive technical issues.

- Ability to manage competing priorities, work independently, and maintain effective communication throughout the resolution process.

- Demonstrated collaboration skills, with the ability to work effectively across technical and non-technical teams.

- Bachelor's degree in Computer Science, Information Technology, or a related discipline is preferred; equivalent professional experience will also be considered.

- Hands-on experience with the platform and its troubleshooting procedures is highly desirable.

- Basic knowledge of SQL, Java, APIs, and Linux is preferred.

- Familiarity with RESTful APIs, webhook troubleshooting, and common software integration patterns is an advantage.

- Understanding of authentication and security protocols, including SAML and multi-factor authentication (MFA), is beneficial.

- Experience supporting enterprise software integrations and working with cloud-based applications is a plus.

- A proactive learning mindset and willingness to continuously expand technical expertise in software support and emerging technologies.

Benefits:

- Fully remote working arrangement within the United States.

- Flexible working environment that supports a healthy work-life balance.

- Floating holidays to provide additional flexibility for personal time off.

- Quarterly wellness days, with no explanation required, to support employee well-being.

- Opportunities to develop advanced technical expertise in enterprise software, contract lifecycle management, and connected technologies.

- Collaborative and inclusive workplace culture that encourages employees to bring their authentic selves to work.

- Access to Employee Resource Groups (ERGs) that promote diversity, belonging, and professional connection.

- Opportunities to collaborate with experienced professionals across Product, Engineering, Quality Assurance, and Customer Success.

- Professional development opportunities through continuous learning, technical knowledge sharing, and mentorship.

- An employee-focused culture built around the belief that a positive employee experience contributes directly to excellent customer service.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
 Why Apply Through Jobgether? 
 
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
 
 
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