Technical Support Specialist - Tier II

📋 Description

• Technical escalations: own end-to-end investigations of escalated tickets (telephony, API, webhooks)
• Root-cause investigations: use DevTools, logs, Postman, and DB queries
• High-quality handoffs: document failure points and steps for proper prioritization
• Knowledge sharing: turn solved cases into actionable notes
• Technical consultation: guide customers via channels and screen-shares
• Stakeholder communication: provide timely updates to leadership, AMs, and Sales

🎯 Requirements

• Troubleshooting aptitude: isolate root causes in complex software
• Web tech familiarity: HTML/CSS, JavaScript, DevTools, REST APIs
• MarTech & attribution knowledge: UTMs, URL params, conversions in Google Ads/GA4
• Technical communication: explain tech concepts clearly to customers and coordinate with developers
• Resourcefulness & inference: test hypotheses in sandbox with product tools
• Interpersonal & diplomacy: collaborate across technical and non-technical teams

🎁 Benefits

• Healthcare coverage
• HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K with company match
• Employee stock options from day one