Technical Support Specialist - Tier II

CallRail•Atlanta, GA

2h•Hybrid

About The Position

CallRail is hiring a Tier II Technical Support Specialist to investigate and resolve complex technical issues, including integrations, data attribution discrepancies, and advanced product workflows. This role bridges front-line support and core engineering, owns difficult technical cases through resolution, and helps develop the Tier I team. The specialist assists customers through support channels and scheduled screen-share calls, communicates technical findings clearly to customers and internal stakeholders, and documents diagnostic work for effective escalation and prioritization. The role is based out of CallRail’s Atlanta office, with a hybrid schedule: through December 2026, employees work onsite Tuesdays and Thursdays; beginning January 2027, employees work onsite Mondays, Tuesdays, and Thursdays. The position also requires continuous adoption of AI technologies to streamline operations, solve complex problems, and stay current with industry benchmarks.

Requirements

Proven experience isolating root causes in complex software ecosystems, including situations where documentation does not immediately provide an answer.
Practical understanding of web fundamentals, including reading HTML and CSS, basic JavaScript behavior, and inspecting web pages using browser developer tools such as Network and Console tabs.
Understanding of REST API structures, including JSON payloads and status codes.
Familiarity with digital marketing tracking, including UTM parameters, URL query strings, and conversion tracking in Google Ads or GA4.
Ability to explain technical issues clearly to customers and communicate product logic with developers.
Ability to independently test hypotheses in a sandbox using product tools and online technical documentation before escalating.
Ability to communicate professionally and constructively across technical and non-technical departments, including with engineers, executive leadership, and sales representatives.

Responsibilities

Own end-to-end investigations of escalated tickets involving telephony and call routing, web script behavior and DNI, webhooks, API requests, and third-party integrations such as Google Ads, GA4, Salesforce, and HubSpot.
Use browser developer tools, server logs, API testing tools, and database queries to isolate the source of technical issues.
Document failure points, reproducible test steps, payload logs, and diagnostic findings when handing off or escalating issues to internal partners.
Turn solutions to complex cases into actionable notes to reduce repeat escalations.
Assist customers across support channels and in scheduled screen-share calls with complex setups and technical troubleshooting.
Provide calm, objective, timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, and manage expectations clearly.
Leverage AI platforms to streamline operations, solve complex problems, and keep pace with industry benchmarks.