Technical Support Engineer (Tier 2)

This role is the core investigation and problem-solving engine for the support team, responsible for troubleshooting complex technical issues escalated from Tier 1. The engineer will conduct thorough troubleshooting, identify root causes, and provide detailed analysis to resolve or escalate issues, including replicating client issues for testing.

Requirements

• 3+ years in a technical support role
• At least one year in a Tier 2, escalation, or application support capacity
• Demonstrated expertise in troubleshooting complex software application issues
• Strong analytical and persistent problem-solving skills
• Experience supporting SaaS products
• Familiarity with concepts like APIs, databases (e.g., MongoDB), and cloud infrastructure (e.g., GCP)
• Ability to work independently and manage investigations with minimal supervision
• Excellent written and verbal communication skills in English

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms