Technical Support Specialist (L2)
About The Position
The Technical Support Specialist (L2) provides advanced technical support to CharacterStrong customers, ensuring the timely resolution of escalated issues that cannot be resolved by Level 1 support. This role requires strong troubleshooting skills, excellent communication, and a solid understanding of contemporary IT systems. The specialist will work closely with internal Technology teams—including Product Management and Engineering—to maintain service quality, minimize downtime, and deliver a consistently positive support experience. The position is customer-facing and includes managing customer support inboxes and handling inbound support calls.
Requirements
- 3-4 years of experience in a technical support or helpdesk environment.
- Strong knowledge of Windows and macOS operating systems.
- Proficiency with Microsoft 365, Teams, OneDrive, Outlook, and related applications.
- Experience with Active Directory, user provisioning, and basic networking concepts.
- Solid understanding of IT security best practices and endpoint protection tools.
- Excellent analytical and problem-solving skills.
- Strong verbal and written communication abilities.
- Ability to work independently and handle multiple tasks in a fast-paced environment.
Responsibilities
- Troubleshoot and resolve advanced technical issues related to operating systems (Windows, macOS, Linux), user accounts, security permissions, and device configurations.
- Support enterprise applications such as Microsoft 365, collaboration tools, and line-of-business systems.
- Administer and troubleshoot Active Directory, Group Policy, and identity/access management tools.
- Assist with network connectivity issues, including VPN, Wi-Fi, and basic switch/router configurations.
- Document troubleshooting steps, resolutions, and knowledge-base articles for recurring issues.
- Monitor and manage assigned customer support inboxes, ensuring messages are triaged, prioritized, and resolved efficiently.
- Collaborate closely with Product Management, Engineering, and Infrastructure teams to escalate product defects, clarify expected functionality, and share customer insights.
- Mentor and support Level 1 Support Specialists by providing guidance, coaching, and technical knowledge-sharing.
- Participate in on-call rotations or after-hours support as required.
- Uphold a customer-first mindset while balancing efficiency, accuracy, and technical depth
- Performs other duties as assigned.
Benefits
- New laptop computer and other needed equipment
- Annual Individual Budget for Professional Development of $1,000
- 401k Savings Plan with employer contribution
- Medical, Dental, & Vision Insurance
- Life, AD&D, and Disability Insurance
- Employee Assistance Program, Mental Health Support, and Well-Being Programs
- 3 weeks Company-Paid Parental Leave (after 6 months of active employment)
- Flexible Time Off, 6 Paid Sick Days, 11 Paid Company Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
