Technical Support Specialist, L2
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✨ What you’ll be working on
You’ll provide second-level technical support for customers using web applications, APIs, and database-driven systems. The role focuses on diagnosing complex issues, explaining technical problems clearly, and taking ownership of cases through resolution.
WHAT YOU’LL DO
- Investigate technical issues and identify their underlying causes.
- Handle multiple support cases across email, phone, chat, and case management systems.
- Explain technical problems and solutions to both technical and non-technical customers.
- Work with Support, Engineering, and Customer teams on complex issues and implementation needs.
- Mentor L1 and L2 support specialists and help improve troubleshooting documentation.
- Support feature requests, system training, and internal or customer-facing documentation when needed.
WHAT WE’RE LOOKING FOR
- 5+ years of related experience with a bachelor’s degree, or equivalent work experience.
- Required experience with developer tools, Postman, and SQL queries.
- Experience with case management platforms such as Salesforce, ServiceNow, or Zendesk.
- Strong troubleshooting, analytical, communication, and presentation skills.
- Experience with Azure DevOps or similar tools such as Jira.
- Programming knowledge in C++, Python, HTML, or CSS is a strong plus.
- Healthcare IT, medical information systems, or EHR experience is a plus.
KEY DETAILS
- Location: USA
- Work arrangement: Remote
- Employment type: Full time
- Experience: 5+ years of related experience with a bachelor’s degree, or equivalent work experience
- Salary: $60,000–$85,000 base + bonus