Customer Support Specialist II

OnBoard

5h•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.

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.
An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
Medical Flexible Spending Accounts available.
Dependent Care Flexible Spending Accounts available.
Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is 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%.
Paid Time Off (PTO)/Holiday
Employer paid Life and Accidental Death Insurance
Contribution to Health Care Spending Account
Dependent Life Insurance
Optional Life Insurance
LTD Insurance
Drug and Paramedical Coverage
Dental Insurance
Vision Insurance
EAP
Superannuation rate of 12%
Monthly stipend of $400 AUD to purchase private medical insurance
Pension - Aegon
Passageways/OnBoard contributes 8% of the employee's basic salary
Employees can contribute up to 100% of salary subject to max limits
Enrolled from Day 1 of employment
Private Medical Insurance
Life Assurance
Income Protection
Critical Illness
Employee Assistance Programme
Serious Illness Benefit
Help@Hand
Cashplan