Customer Support Specialist II

eSCRIBE

1d•Remote

About The Position

As Software Support Specialist Tier 2 for eScribe, you will act as a subject matter expert on our platform, providing high-quality, second-line technical support for escalated customer issues. You’ll troubleshoot complex technical problems, support cross-functional teams, and advocate for customer needs with Product and Engineering. The ideal candidate is customer-obsessed, highly technical, and thrives in a collaborative environment. You’ll play a key role in ensuring our customers receive timely, effective, and thoughtful support that aligns with our commitment to a top-tier experience. Our current support hours are 8:30am – 8pm ET. You must be available to work a shift that falls within those hours. The team will rotate on-call shifts approximately 1 week/month. (8pm – 11pm ET).

Requirements

5+ years of technical support experience in a SaaS or enterprise software environment, with at least 1 year of experience working in a Tier 2 capacity
3+ experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms.
Knowledge of AV and networking systems and 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.

Nice To Haves

1+ experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS). is strongly preferred.
Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation)

Responsibilities

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.

Benefits

Fully remote work with company provided equipment (laptop, software, etc.)
Employment with a growing, casual, fun, philanthropic minded company
Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings (US Based Employees).
An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan (US Based Employees).
Medical Flexible Spending Accounts available (US Based Employees).
Dependent Care Flexible Spending Accounts available (US Based Employees).
Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher) (US Based Employees).
Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you (US Based Employees).
401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% (US Based Employees).
Generous company match for 401K: dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4% (US Based Employees).
Paid Time Off (PTO)/Holiday (US Based Employees).
Employer paid Life and Accidental Death Insurance (CAN Based Employees).
Contribution to Health Care Spending Account (CAN Based Employees).
Dependent Life Insurance (CAN Based Employees).
Optional Life Insurance (CAN Based Employees).
LTD Insurance (CAN Based Employees).
Drug and Paramedical Coverage (CAN Based Employees).
Dental Insurance (CAN Based Employees).
Vision Insurance (CAN Based Employees).
EAP (CAN Based Employees).
Superannuation rate of 12% (AUS Based employees).
Monthly stipend of $400 AUD to purchase private medical insurance (AUS Based employees).
Pension - Aegon (UK Based Employees).
Passageways/OnBoard contributes 8% of the employee's basic salary to Pension (UK Based Employees).
Employees can contribute up to 100% of salary subject to max limits to Pension (UK Based Employees).
Enrolled from Day 1 of employment for Pension (UK Based Employees).
Private Medical Insurance (UK Based Employees).
Life Assurance (UK Based Employees).
Income Protection (UK Based Employees).
Critical Illness (UK Based Employees).
Employee Assistance Programme (UK Based Employees).
Serious Illness Benefit (UK Based Employees).
Help@Hand (UK Based Employees).
Cashplan (UK Based Employees).