About the Role
The Senior Technical Support Specialist T2 will handle escalated technical issues, support the resolution of advanced customer problems, mentor junior team members, and contribute to improving support processes and documentation.
Responsibilities
- Diagnose and resolve advanced technical issues reported by customers
- Escalate complex problems to appropriate engineering teams when necessary
- Provide technical guidance and support to junior team members
- Maintain accurate records of support cases and resolutions
- Follow established troubleshooting procedures for consistent service delivery
- Respond to customer inquiries within defined service level agreements
- Document technical solutions and update knowledge base articles
- Collaborate with product teams to report recurring issues
- Participate in on-call rotations for critical system outages
- Ensure compliance with security and data protection policies
- Conduct root cause analysis for persistent technical problems
- Assist in training new support team members
- Monitor system health and alert relevant teams to anomalies
- Work with development teams to validate bug fixes
- Improve support workflows based on user feedback
- Communicate technical details clearly to non-technical stakeholders
- Support integration and configuration of customer systems
- Perform regular audits of open support tickets
- Coordinate with network teams during infrastructure changes
- Contribute to post-incident review meetings
- Maintain up-to-date knowledge of supported technologies
- Follow change management protocols for system updates
- Assist in testing new product features before release
- Ensure customer data confidentiality during support interactions
- Drive continuous improvement in support metrics
Compensation
Competitive hourly rate
Work Arrangement
Hybrid
Team
Collaborative team environment with cross-functional departments
Why Join Us
- Opportunity to work with cutting-edge technology platforms
- Supportive environment that values professional growth
Application Process
- Submit resume and cover letter through company portal
- Qualified candidates will be contacted for a technical interview
Not available
