Image Owl is looking for a Technical Support Specialist (Tier 2) to provide comprehensive technical support for our SaaS platform. In this role, you will manage initial requests and escalated cases, serving as a critical point for complex problem resolution.
What You'll Do
- Provide comprehensive technical support by managing and resolving initial support requests and escalated support cases.
- Serve as the escalation point for complex or unresolved issues.
- Analyze, diagnose, and resolve technical problems via phone, email, chat, and remote sessions.
- Collaborate with engineering, product, and frontline support teams to identify root causes and improve processes.
- Document issue resolutions, troubleshooting steps, and best practices in the knowledge base.
- Write and maintain help page articles, user guides, and technical documentation.
- Participate in ongoing training to stay current with product updates and industry best practices.
- Ensure high levels of customer satisfaction through timely, professional, and empathetic communication.
What We're Looking For
- Availability for work between 8 AM and 5 PM US Eastern Time.
- Bachelor’s in Computer Science, IT, related field, or equivalent experience.
- 2+ years of experience in technical support, help desk, or a similar customer-facing technical role.
- Strong troubleshooting skills with Windows operating systems.
- Experience supporting SaaS or enterprise software applications.
- Familiarity with databases (SQL), networking concepts, and web technologies.
- Excellent verbal and written communication skills.
Nice to Have
- Experience supporting healthcare IT or medical device software.
- Radiotherapy clinical experience or familiarity with radiotherapy workflows, systems, or clinical environments.
- Experience with technologies relevant to radiotherapy software solutions (e.g., DICOM or treatment planning systems).
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
- Experience working with or supporting SaaS (Software as a Service) platforms.
- Previous experience in a Tier 2 or escalation support role.
- Knowledge of scripting languages (e.g., Python, Bash).
Technical Stack
- Windows
- SQL
- DICOM
- Python
- Bash
Team & Environment
You will collaborate with engineering, product, and frontline support teams in a collaborative and inclusive team culture.
Benefits & Compensation
- Competitive salary
- Flexible health insurance options
- Flexible work hours and remote work options
- SEP IRA contribution
- Generous paid time off and holidays
- Professional development and certification reimbursement
- Collaborative and inclusive team culture
Work Mode
This is a hybrid position for candidates based in the Saratoga Springs, NY area.
Image Owl is an equal opportunity employer.
