Technical Customer Support

Fortive

21h • Remote

About The Position

The Tier 1 Product Support Specialist (Level 2) handles escalations from Level 1, resolves moderate-complexity issues, and partners with Engineering and Product to accelerate root cause analysis. The role supports operational excellence by improving runbooks and knowledge articles and coaching Level 1 staff on troubleshooting depth and quality.

The specialist performs advanced technical triage, investigates and reproduces issues, creates workarounds and durable resolutions, and collaborates across teams on product defects and release impacts. The role also contributes to problem management, continuous improvement, incident reviews, and Level 1 coaching. Performance is assessed using measures including escalated-ticket resolution time, reductions in reopens and handoffs, quality and acceptance of bug reports, knowledge-base impact, problem-management contributions, and coaching impact.

Requirements

• 2–4 years of experience in product or technical support or service operations, with demonstrated escalation handling.
• Proficiency in at least one diagnostic area: browser/network tools such as DevTools or HAR; API/JSON; basic SQL; log aggregation/observability such as Splunk or Datadog; or SSO/identity flows.
• Hands-on experience with ITSM tools and backlog systems such as Jira.
• Comfort reading release notes or deployment change logs.
• Strong analytical and problem-solving skills.
• Ability to simplify complex topics for customers and Level 1 staff.

Responsibilities

• Own escalated tickets requiring deeper technical analysis, including integrations, configuration, environment-specific behaviors, and data issues.
• Perform advanced triage by analyzing logs, traces, API calls, feature flags, data models, and environment variables, and reproduce issues in test or sandbox environments.
• Create and validate workarounds and deliver durable resolutions within defined SLAs.
• Collaborate with Engineering and Product on defects, feature behaviors, and release impacts.
• File high-quality bug reports with clear reproduction steps and impact statements.
• Identify incident patterns and propose problem records or root cause investigations.
• Refine SOPs and runbooks, author high-value knowledge-base articles, and recommend product or telemetry improvements to increase first-contact resolution.
• Provide day-to-day guidance to Level 1 staff through informal mentoring, spot-checks, and shadowing.
• Participate in post-incident reviews.

What This Job Offers

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