Technical Support Representative - Tier 2

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

• 3–6 yrs of experience
• Office 365
• Firewalls
• Troubleshooting
• Networking
• JIRA
• Zendesk
• Any graduate