Technology Support Representative II

The Technology Support III role owns complex technical issues and incidents endtoend ensuring system stability risk mitigation and customer trust. This role applies advanced diagnostics and systems thinking while leading incident triage coordinating crossfunctional response and serving as the primary bridge between GlobalCare and Engineering Product and Platform teams. The position plays a critical role in translating technical findings into business impact and institutionalizing learning across the support model.

Main Responsibilities

• Own complex issues and incidents endtoend ensuring stability risk mitigation and customer trust
• Lead incident triage and coordination driving urgency clarity and accountability across teams
• Apply systems thinking and advanced diagnostics to identify root cause and prevent recurrence
• Act as the primary liaison between GlobalCare and Engineering Product and Platform teams influencing priorities and outcomes
• Translate technical findings into business impact trends and actionable insights
• Maintain clear consistent communication with all stakeholders throughout the incident lifecycle
• Build and maintain knowledge base articles
• Coach teams in real time during active incidents to improve capability and outcomes

Qualifications :

• Bachelors degree preferred; equivalent experience considered
• Demonstrated experience supporting complex technical environments
• Advanced troubleshooting and diagnostic skills
• Experience leading or coordinating incident response
• Strong ability to communicate technical concepts in business terms
• Experience collaborating with Engineering Product or Platform teams
• Proven experience in technical writing content creation or writing online help/knowledge base articles.

Additional Information :

Benefits:
    Paid Holidays and Vacation 
    Medical Dental & Vision benefits that start on the first day of employment
    No-cost mental health support for employee and dependents
    Childcare tuition discounts
    No-cost fitness nutrition and wellness programs 
    Fertility benefits
    Adoption assistance
    401k matching contributions 
    15% off the purchase price of stock 
    Company bonus 
 

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time