Technical Support Representative - Tier 2
RemoteFull-time3–6 yrsPosted 1 week ago
Mid-level IT support role at Side. Needs 3+ years. Remote.
About the role
We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time.
What you'll do
- Manage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations
- Investigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations
- Add, update, and remove Admin Dashboards and manage customer platform access
- Diagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues
- Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors
What you need
- Office 365
- Firewalls
- Troubleshooting
- Networking
- JIRA
- Zendesk