Technical Support Representative - Tier 2

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3d

About The Position

We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. The role investigates and resolves complex technical issues, manages escalations, and collaborates with Support Engineering, Product, Engineering, IT, and other cross-functional teams to resolve issues effectively and on time.

The representative manages enterprise customer support tickets against defined response and resolution expectations; troubleshoots application, account access, authentication, integration, reporting, configuration, connectivity, and video/audio issues; and administers customer platform access and Admin Dashboards. The role also creates and configures customer workshops, gathers customer feedback, identifies recurring issue trends, and supports product-release readiness through regular enablement sessions.

For technical defects and escalations, the representative gathers evidence, creates detailed Jira tickets, routes issues to the appropriate engineering team, follows up through resolution, and confirms outcomes with customers. Critical platform outages must be escalated immediately, with stakeholders kept informed until service is restored.

Requirements

• At least 3 years of experience in technical support or a similar customer-facing technical role; B2B SaaS experience is preferred.
• Experience supporting enterprise customers and managing complex technical issues through resolution.
• Hands-on experience with customer administration, access management, and user provisioning.
• Working knowledge of identity and authentication technologies, including SAML 2.0, OAuth, and OpenID Connect (OIDC).
• Experience reviewing authentication or SSO logs and diagnosing access and sign-in failures.
• Experience troubleshooting Google Workspace and Microsoft 365, including administrative consoles and integrations.
• Good technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues.
• Understanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.
• Ability to systematically reproduce technical issues and document reproduction steps, screenshots, logs, browser/device information, and other relevant evidence.
• Experience escalating issues to Engineering and creating clear, actionable Jira tickets.
• Hands-on experience with Slack, Zendesk, and Jira, including raising and tracking issues with cross-functional teams.
• Experience managing and prioritizing support queues against SLAs.
• Strong logical, analytical, critical-thinking, and problem-solving skills.
• Excellent attention to detail and ability to analyze technical information and data.
• Excellent written and verbal English communication skills, including the ability to explain technical issues clearly to non-technical audiences.
• Strong ownership and follow-through, with the ability to drive issues through to resolution.
• Ability to identify recurring issue patterns and determine when escalation is required.
• Ability to multitask, prioritize, and manage time effectively.
• Strong stakeholder management, interpersonal, collaboration, and teamwork skills.
• Strong focus on quality, consistency, and adherence to defined customer and support guidelines.
• Flexible and adaptable approach in a continuously evolving environment.
• Willingness and flexibility to work rotational shifts.

Responsibilities

• Manage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations.
• Investigate and resolve complex issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.
• Add, update, and remove Admin Dashboards and manage customer platform access.
• Diagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues.
• Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.
• Analyze authentication and SSO logs to identify the root cause of access failures.
• Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues.
• Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues.
• Review TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required.
• Partner with Support Engineering and Engineering to investigate complex customer issues and technical defects.
• Route technical escalations to the appropriate engineering squad based on product area, impact, and severity.
• Create detailed Jira bug tickets with reproduction steps, expected and actual behavior, relevant logs or screenshots, environment details, and customer impact.
• Follow up on engineering escalations until the issue is resolved and the resolution is confirmed with the customer.
• Immediately escalate critical platform-down or outage incidents and keep relevant stakeholders informed until service is restored.
• Collaborate with Engineering to investigate assessment defects and validate fixes.
• Create and configure customer workshops and manage changes to scheduled workshops.
• Gather customer product feedback and share actionable insights with Product and Engineering teams.
• Identify recurring technical issues and trends and escalate them for further investigation.
• Participate in monthly Support Engineering syncs to review open issues, trends, and process improvements.
• Attend biweekly CESO Tier 1 Release Enablement sessions to stay current on product releases and help prepare the support team for upcoming changes.

Benefits

• Opportunity to work directly with enterprise customers and solve complex technical challenges.
• Exposure to SaaS technologies, authentication systems, integrations, networking, and real-time communication platforms.
• Hands-on experience working with tools and technologies including Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, SAML, OAuth, OIDC, Microsoft Teams, and Vonage Video API.
• Close collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.
• Opportunity to contribute customer insights and technical feedback that influence product and process improvements.
• Regular exposure to product releases and technical enablement sessions, supporting continuous learning and development.
• Opportunity to develop deeper expertise in enterprise technical support, troubleshooting, incident management, and engineering escalation.
• Collaborative and dynamic working environment with opportunities to take ownership of customer-impacting technical issues.

What This Job Offers

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