Technical Support Analyst (Tier 2)
A
AiwynSaaS
Remote (US-based)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years
- Required Skills
- SQLETLJiraRESTful APIsZendesk
Requirements
- 2–4 years of experience in technical support, customer support operations, or a related technical role, ideally within a SaaS environment.
- Solid working knowledge of SQL for querying and investigating data issues.
- Experience investigating issues across integrated systems, including APIs, data syncs, and third-party platform connections.
- Strong analytical and problem-solving skills with the ability to distinguish user error, configuration issues, and platform-level bugs.
- Excellent written and verbal communication skills, with the ability to document findings clearly for both technical and non-technical audiences.
- Highly organized with the ability to manage and prioritize multiple open investigations simultaneously.
- Strong data integrity mindset with a commitment to accurate, well-documented ticket records.
Responsibilities
- Triage and resolve escalated support tickets from Tier 1, owning issues that require elevated access, deeper investigation, or account-level corrections.
- Apply a structured pre-escalation checklist mindset: validate issues, verify behavior in UI/database, rule out common behaviors, and confirm relevant data before escalating to Tier 3.
- Investigate and resolve data integrity issues across Aiwyn and integrated third-party systems, such as incorrect client records, mismatched financial balances, and failed PM system syncs.
- Serve as the escalation point for Tier 1, providing guidance on triage, documentation, and when to escalate versus resolve.
- Identify patterns in escalated tickets that may signal systemic bugs or process gaps and communicate findings clearly to the Tier 3 team and engineering.
- Collaborate with Customers and cross-functional teams including Customer Success, Implementation, and Engineering to coordinate timely resolution of complex customer issues.
- Contribute to the development and maintenance of internal support documentation, escalation guidelines, and knowledge base articles.
- Provide clear, empathetic communication to customers throughout the resolution process, setting accurate expectations and following up proactively.
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