Customer Support Specialist II

5+ years of Tier 2 technical support experience in a SaaS or enterprise software environment. 3+ years experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms. 1+ experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS) is strongly preferred. Knowledge of networking systems and AV troubleshooting (router settings, switch ports, troubleshooting VLAN, etc.) Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML. Strong analytical, diagnostic, and troubleshooting abilities. Excellent communication skills with the ability to explain technical issues to non-technical audiences. Experience in cross-functional collaboration with Product, Engineering, and QA teams. Proven ability to prioritize and manage multiple issues in a fast-paced environment. Strong technical documentation and writing skills. Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation) is preferred.

Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support. Investigate environmental factors affecting performance (e.g., networks, browser settings, APIs, integrations). Respond to customer inquiries via ticketing system, phone, and video conferencing. Document technical issues thoroughly, including steps to reproduce, system logs, and customer impact. Become an expert in our product suite, features, and customer use cases. Stay current with product updates and actively contribute to internal knowledge sharing. Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles. Act as a technical liaison between Customer Experience, Product, Engineering, and QA. Provide clear updates to customers and internal stakeholders on ticket status and resolution timelines. Participate in customer feedback loops to inform product enhancements. Support product release readiness and identify potential risks from a support perspective.