Tier 2 Support Specialist - Remote

Description:
• Investigating and triaging product or technical issues
• Act as the final escalation point for support line and tier 1 support.
• Investigate complex issues related to the product functionality, performance or other technical challenges.
• Create bug tickets using ClickUp as issues are confirmed or reproduced.
• Collaborate closely with QA, product management and engineers to troubleshoot, document and determine priority of issues.
• Assist QA engineers with testing, deployment, verify fix on production and communications to involved parties.
• Maintain a consistent record of diagnosing and resolving product or technical issues in a timely and efficient manner.
• Assist in the creation and refinement of technical documentation.

Requirements: • At least 2 years of experience in a similar role such as a technical support, analyst or specialist role. • Experience with messaging/phone/telephony systems (SMS). • Experience working with web applications. • Mobile app testing... or mobile app support experience. • Strong technical background, excellent problem-solving skills, and a passion for technology. • Strong verbal and written communication skills. • Self-motivated with the ability to work independently. • Fast learner & strong team player. • Willing to help your teammates, share your knowledge with them, and learn from them. • Bonus points if you have Experience with API testing and associated tooling. • Experience with basic programming or scripting languages (C#, typescript, python). • Database management. • Experience with QA testing or automation.

Benefits:
• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
• Robust Insurance Plan including: Medical with $0 co-pay, Telehealth plan, Dental, Vision
• Health Savings Account (HSA) with generous employer contributions
• Flexible Spending Accounts (FSA)
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
• Company-paid Short & Long Term Disability coverage
• Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed

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