Software Support Specialist Tier 2
New
E
eScribeSaaS / Board Management
Location: Toronto Metro Area - Remote, 8:30am – 8pm ETFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years of technical support experience
- Required Skills
- HTMLMicrosoft SQL ServerZendeskAzure DevOpsNetworkingTechnical supportCRM
Requirements
- 5+ years of technical support experience in a SaaS or enterprise software environment
- At least 1 year of experience working in a Tier 2 capacity
- 3+ years of experience in technical customer support tools like Zendesk, Azure DevOps, and CRM platforms
- Knowledge of AV and networking systems including router settings, switch ports, and VLANs
- Experience with Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, and HTML
- Strong analytical, diagnostic, and troubleshooting abilities
- Excellent communication skills with the ability to explain technical issues to non-technical audiences
- Proven ability to prioritize and manage multiple issues in a fast-paced environment
- Strong technical documentation and writing skills
Responsibilities
- Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support.
- Investigate environmental factors affecting performance including networks, browser settings, APIs, and 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.
- Act as a technical liaison between Customer Experience, Product, Engineering, and QA.
- Create and maintain detailed internal troubleshooting guides and customer-facing help articles.
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