Customer Support Rep, Level 2 North America

Foxit • Fremont, CA

1d

About The Position

If you love digging into tough technical problems and you’re comfortable leading high-stakes customer conversations, this role is for you. As a Customer Support Representative – Level 2 (CSR II), you’ll be the go-to escalation point for complex issues in enterprise environments—helping customers with large deployments (think thousands of licenses) get back to productivity fast.

Requirements

• Proven technical support experience (required).
• Strong verbal and written customer communication skills.
• Experience handling escalations and complex customer scenarios.
• Ability to present technical information clearly to both technical and non-technical audiences.

Nice To Haves

• Experience with one or more of the following:
• SSO / SAML
• Cloud Identity Providers (e.g., Azure AD / Entra ID, Okta)
• Active Directory & GPOs
• PowerShell and command-line scripting
• SharePoint integrations
• Deployment tools (Intune, PDQ, JAMF)

Responsibilities

• Serve as a Tier 2 technical support escalation point, resolving complex product, configuration, and deployment issues.
• Manage customer escalations, including difficult or hostile interactions, with professionalism and confidence.
• Support enterprise customers with large environments (thousands of licenses).
• Lead or participate in extended customer meetings (up to 2+ hours), including troubleshooting sessions, demos, and Q&As for large user groups.
• Run or assist with product demos, training sessions, workshops, and seminars (preferred).
• Document cases thoroughly and follow escalation SOPs, ensuring proper due diligence when involving higher-tier teams.
• Collaborate closely with internal teams to troubleshoot issues and brainstorm solutions.
• Adapt quickly to changing priorities and multitask effectively.
• Act as a point of contact for multiple departments on escalations and procedural questions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed