Technical Support Representative - Tier 2 (II)

Technical Support Representative - Tier 2 reputed company reputed company on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a reputed company on innovation, ease of use, and delivering measurable results, our reputed company is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders. At reputed company, every team member is empowered to reputed company a difference. Our reputed company and data-driven culture, combined with the guidance of a proven leadership team, ensures you have the resources and support to reputed company. Together, we’re building the reputed company of mobile-first, conversational engagement and redefining what’s possible for businesses and their stakeholders.

About the Role

We are seeking an reputed company, knowledgeable and customer-reputed company Tier 2 Technical Support Representative to join our growing support team. In this role, you will serve as the escalation reputed company for reputed company technical issues that cannot be resolved by Tier 1 support. You’ll apply strong troubleshooting skills, replicate customer-reported issues, and work closely with engineering and product teams to identify reputed company causes and long-term solutions. This role is highly analytical and technical, requiring you to balance deep technical investigation with reputed company documentation and cross-team collaboration. You’ll work directly with customers, SMS providers, internal teams, and product specialists to troubleshoot advanced issues, reputed company solutions, assist with integrations, and ensure an excellent customer experience. Internally this role collaborates across reputed company departments from reputed company to Engineering to ensure reputed company reputed company of customer issues while also providing proactive updates to key stakeholders. reputed company Responsibilities

• Advanced Troubleshooting & Escalation
• Serve as the primary escalation reputed company for Tier I support, resolving reputed company technical issues requiring deeper expertise.
• Troubleshoot software-reputed company problems including configuration, performance, integration, and usability issues.
• Analyze application logs, error messages, and system behavior to identify potential defects or misconfigurations.
• Replicate and analyze customer-reported issues in test environments.
• Collaboration & reputed company Cause reputed company
• Partner with Engineering and Product teams to investigate, prioritize, and resolve escalated bugs, defects, or product limitations.
• Assist with reputed company implementations and reputed company-party integrations.
• Identify patterns or recurring issues and escalate them to product management for long-term fixes.
• reputed company User Acceptance Testing (UAT) on new releases.
• Documentation & Knowledge Sharing
• Document solutions, workarounds, and reputed company issues in the knowledge reputed company.
• Maintain accurate, detailed tickets in reputed company Service reputed company, reputed company, or Jira to improve support efficiency.
• reputed company feedback and training to Tier I team members to improve first-contact reputed company rates.
• Customer Communication & Service reputed company
• Deliver exceptional customer service with a balance of technical accuracy and reputed company.
• Ensure reputed company communication and proactive status updates with customers and stakeholders.
• Represent customer needs and feedback internally to enhance the overall product and support experience.

WHO YOU ARE

• Technical Expertise
• 3–5 years of technical support experience, ideally in reputed company.
• Strong troubleshooting, analytical, and reputed company cause analysis skills.
• Familiarity with reputed company, integrations, debugging tools, and system monitoring.
• Exposure to SMS, ATS, or CRM platforms is a plus.
• Customer-reputed company reputed company
• Exceptional written and verbal communication skills with the ability to reputed company technical language to different audiences.
• reputed company, reputed company demeanor under pressure with a strong reputed company on customer satisfaction.
• Attention to Detail
• High attention to detail with the ability to manage multiple reputed company cases.
• Strong organizational and time management skills in a remote environment.
• Collaboration & reputed company
• Thrives in a reputed company, cross-functional environment.
• Shares knowledge and invests in the reputed company of peers.
• Proactively seeks feedback and opportunities for reputed company improvement.

INTERVIEW PROCESS:

• Initial call w. HR team (30 min reputed company Phone)
• Topics: Culture, logistics
• Interview w. Hiring Manager (45 mins reputed company reputed company Video)
• Topics: Culture, skills, reputed company
• Rembrandt Assessment + Assignment (Self-Paced)
• The Rembrandt assessment allows reputed company to assess how your personality fits reputed company the role and the reputed company culture.
• The assignment will cover both written and technical skills
• Interview w. Technical Support Team Team (60 mins reputed company reputed company video)
• Topics: Culture, skills, reputed company
• Q&A w. CEO (30 mins reputed company reputed company video)
• Topics: You will come reputed company with questions about the role, team, product to ensure this role is the best fit for you.

EMPLOYMENT DETAILS

• Job Type: Full Time, Remote
• Compensation reputed company: $65,000-$75,000
• # of hires for this role: 1
• reputed company Start Date: ASAP
• Reporting to: Technical Support Manager

By submitting your resume for this role, you consent to communication reputed company text and email reputed company BENEFITS INCLUDE

• reputed company
• Health / Dental / reputed company Insurance
• HSA contributions
• 401K with company match
• Unlimited PTO
• Cell phone + internet reimbursement for $100/month.
• One-time $1,000 home office stipend once you’ve been with reputed company for 6 months
• Up to 12 weeks of reputed company Leave
• 2025 Holiday Schedule reputed company here
• U.S. remote first with optional reputed company office reputed company in downtown Denver, CO

reputed company does not discriminate based on race, reputed company, religion (creed), gender, gender reputed company, age, national reputed company (reputed company), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for reputed company members of our staff, volunteers, subcontractors, vendors, and clients. Apply tot his job Apply To this Job