Technical Support Consultant I (Tier 2 Support)

Are you passionate about solving complex technical challenges and helping customers succeed As a Technical Support Consultant I youll play a critical role in resolving advanced product and application issues that require deeper technical investigation. Youll work closely with Customer Support Engineering and Product teams to deliver exceptional customer experiences improve product quality and help shape support best practices.

This role offers the opportunity to develop technical expertise influence operational improvements and contribute directly to customer success.

• Investigate and resolve escalated customer incidents and service requests that require advanced troubleshooting and technical analysis.
• Analyze application logs system configurations APIs integrations authentication mechanisms and release changes to identify root causes.
• Reproduce reported issues in test or sandbox environments to validate behavior and accelerate resolution.
• Deliver clear accurate and actionable solutions or workarounds to customers and internal stakeholders.
• Partner with Engineering and Product teams to address software defects performance issues compatibility concerns and product enhancements.
• Document troubleshooting processes findings and resolutions within support systems and knowledge management tools.
• Identify recurring trends and recommend improvements to support processes documentation monitoring and system reliability.
• Contribute to knowledge-sharing initiatives by creating technical documentation and supporting the development of Tier 1 support team capabilities.
• Manage escalations effectively ensuring timely communication ownership and resolution.
• Participate in an on-call support rotation as required. On-call schedules and requirements may vary based on business needs customer commitments regional regulations and team requirements.

• 2-4 years of experience in technical support application support product support IT operations or a related field.
• Experience troubleshooting multi-tier applications including web applications APIs databases and authentication systems.
• Familiarity with browser developer tools HAR files API testing tools (such as Postman) and log analysis or monitoring platforms.
• Understanding of IT service management practices including incident management problem management and knowledge management.
• Strong analytical and problem-solving skills with the ability to investigate and resolve complex technical issues.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively across technical and non-technical teams.

• Experience supporting SaaS applications or cloud-based platforms.
• Exposure to scripting automation or SQL-based troubleshooting.
• Experience working directly with software engineering or product development teams.
• Familiarity with observability monitoring or telemetry platforms.

• Opportunity to work on complex technical challenges and develop advanced troubleshooting expertise.
• Exposure to cross-functional collaboration with Engineering and Product teams.
• Continuous learning and professional development opportunities.
• A supportive knowledge-sharing team environment.
• Opportunities to contribute to process improvements and operational excellence.
• Career growth pathways within Technical Support Operations Engineering and Customer Success teams.
• Competitive compensation and benefits package.
• Flexible work arrangements where applicable.

• Technical Curiosity
• Root Cause Analysis
• Critical Thinking
• Customer Focus
• Troubleshooting Excellence
• Collaboration and Teamwork
• Clear Communication
• Continuous Improvement

Performance may be evaluated through metrics such as:

• Average Time to Resolve (TTR)
• Responsiveness to Tier 1 escalation requests
• Case follow-up and communication quality
• Knowledge base article creation and contribution
• Customer satisfaction and resolution effectiveness
• Escalation ownership and resolution outcomes

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