Technical Support Specialist - Tier II

CallRail•Atlanta, GA

2d•Hybrid

About The Position

CallRail is looking for a Technical Support Specialist (Tier II) to join our team. Tier II specialists act as our senior technical detectives—taking point on complex integrations, data attribution discrepancies, and advanced product workflows. You will bridge the gap between front-line support and core engineering, taking ownership of tricky technical issues to resolution while helping uplift our Tier I team.

Requirements

Proven experience isolating root causes in complex software ecosystems where documentation may not have an immediate answer.
Practical understanding of web fundamentals—reading HTML/CSS, basic JavaScript behavior, inspecting web pages (DevTools Network/Console tabs), and understanding REST API structures (JSON payloads, status codes).
Familiarity with how digital marketing tracking works (UTM parameters, URL query strings, conversion tracking in Google Ads/GA4).
Ability to translate dense technical realities into simple explanations for customers, while understanding the technical logic of the product enough to communicate with developers.
Ability to independently test hypotheses in a sandbox environment using our product tools and online technical documentation before escalating.
Ability to communicate professionally and constructively across technical and non-technical departments (from software engineers to executive leadership and sales reps).
Continuous adoption of AI technologies is essential to this role.

Responsibilities

Own end-to-end investigation for escalated tickets involving telephony (call routing), web script behavior (DNI), webhooks, API requests, and third-party integrations (e.g., Google Ads, GA4, Salesforce, HubSpot).
Use browser developer tools, server logs, API testing tools (like Postman), and database queries to isolate whether an issue stems from CallRail, a client's site code, or a third-party endpoint.
Thoroughly document identified failure points, reproducible test steps, payload logs, and diagnostic findings to ensure proper prioritization and solutioning for customers when identifying problem tickets or escalating issues to internal partners.
Turn freshly solved complex cases into actionable notes to reduce repeat escalations.
Assist customers via all channels and scheduled screen-share calls to guide them through complex setups or tricky technical troubleshooting.
Provide calm, objective, and timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, managing expectations with clarity and tact.
Leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks.