Tier-2 Support Expert
New
Remote work flexibility within the United States.Full-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- PythonSQLData AnalysisJiraMicrosoft ExcelRESTful APIsTechnical supportZendesk
Requirements
- 3+ years of experience in Tier-2 technical support, customer-facing engineering, or a similar technical support role.
- Strong hands-on experience with SQL, Python, and Excel for data analysis, troubleshooting, and investigation.
- Excellent analytical and problem-solving abilities, with the ability to investigate data issues, logs, and platform behavior in depth.
- Experience working with data analytics solutions, dashboards, business intelligence platforms, or data-driven products.
- Familiarity with eCommerce, retail analytics, digital shelf concepts, pricing intelligence, assortment analysis, or market share tracking is a strong advantage.
- Experience working with APIs, including reading API documentation, testing endpoints, and troubleshooting integration issues.
- Ability to understand technical documentation and independently diagnose complex problems.
- Strong written and verbal communication skills in English, with the ability to interact professionally with global enterprise customers.
- Customer-focused mindset with strong ownership, organization, accountability, and a proactive approach to problem-solving.
- Experience using ticketing and project management tools such as Zendesk, Jira, Monday, or similar platforms.
Responsibilities
- Serve as the escalation point for complex technical and product-related issues beyond Tier-1 support capabilities, including platform dashboards, data pipelines, APIs, alerts, and AI-driven insights.
- Investigate, reproduce, and resolve product bugs, data discrepancies, and platform anomalies while documenting findings clearly.
- Perform root cause analysis on data accuracy issues, pipeline failures, and reporting inconsistencies across multiple eCommerce environments.
- Collaborate with engineering, product, data, project management, and customer success teams to prioritize issues and drive resolutions.
- Communicate technical findings, troubleshooting steps, and solutions effectively to customers and internal stakeholders through written and verbal channels.
- Create and maintain knowledge base resources, troubleshooting guides, and operational documentation to improve team efficiency.
- Identify recurring issues and proactively recommend improvements to product functionality, processes, and customer experience.
- Support global clients by understanding their business needs and providing relevant technical guidance while meeting service-level commitments.
View Full Description & ApplyYou'll be redirected to the employer's site
