Technical Support Specialist (Tier 2) Sherlock of the Support Queue
About The Position
The Customer Support team at RTA is looking for a Technical Support Specialist (Tier 2)—someone who thrives in the deep end of technical problem solving while still showing up as a human-first partner to our customers. This role is responsible for handling escalated support cases, serving as a technical leader for the support team, and helping our customers unlock the full value of our platform. You’ll balance strong people skills with deep technical expertise—from APIs, SQL, and scripting to system troubleshooting and AI/LLM-driven solutions, including automation, integrations, and intelligent workflows. This role plays a key part not only in the success of our support team, but ultimately in the success of the fleets we serve.
Requirements
- Thrives in complex troubleshooting across SaaS and on-prem environments
- Can break down APIs, logs, scripts, and databases to find root causes
- Is comfortable working with: SQL (advanced querying + analysis) REST APIs (testing, troubleshooting, integrations) JavaScript + data flow logic PowerShell scripting Windows Server environments AI/LLM tooling (prompt engineering, API integrations, and automation workflows)
- Tools and debugging experience with: Postman New Relic Chrome DevTools (network tracing, API inspection, frontend debugging) Swagger(API Documentation)
- Can support and troubleshoot tools like: Crystal Reports Knowledge base articles and documentation Scripting library AI-powered tools and integrations (chatbots, automation workflows, and API-based solutions) Internal applications (C#,Python,JavaScript, support tools scripting , etc.)
- Acts as a technical escalation point for Tier 1 support
- Can translate complex technical issues into clear, helpful communication for customers
- Takes ownership of problems and sees them through to resolution
Responsibilities
- Resolve escalated technical issues thoroughly, efficiently, and correctly
- Identify root causes—not just surface-level fixes
- Maintain strong ownership of open issues and ongoing customer communication
- Educate customers so they can better use and benefit from the platform
- Document everything clearly—issues, steps taken, and resolutions
- Build or improve tools, documentation, and resources that help solve future issues faster
- Elevate the overall capability of the support team
Benefits
- 401(k) + 6% Safe Harbor match (100% vested day one)
- Cigna PPO or HSA options with company contributions ($780–$1,950/year)
- Garner Health (HRA): up to $1,000 individual / $2,000 family
- Wellness rewards up to $350/year
- Virtual care + mental health support when you need it
- Access to legal plans, ID theft, EAP, STD & LTD benefits
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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
