Tier 2 Tech Support Specialist

JobSpace; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

EROAD in Auckland, NZ, is seeking a Technical Support Agent - Tier 2 to join our fast-growing team. You will manage escalated customer issues, perform root cause analysis, and provide expert-level technical support across EROAD's products and services.

You will work with Product, Development, Engineering, and Operations to deliver timely resolutions, maintain SLAs, and enhance the customer experience. Strong troubleshooting, communication, and cross-functional collaboration are essential.

Qualifications

• Minimum 3 years in a customer-facing technical support role.
• Experience handling Tier 1/2 escalations and root cause analysis.
• Excellent written and verbal communication skills.
• Familiarity with Salesforce, Jira, and Confluence.
• Degree in CS/Engineering/Science/Business or related field advantageous.

Responsibilities

• Triage and diagnose escalated customer issues across multiple products.
• Provide advanced technical and product support to customers.
• Deliver resolutions and workarounds for complex issues.
• Escalate to Tier 3 and cross-functional teams when needed.
• Maintain detailed case documentation and SLA adherence.
• Collaborate with Product, Development, and Operations to resolve issues.
• Contribute to knowledge base and training materials.

Skills

Troubleshooting

Customer focus

Technical communication

Cross-functional collaboration

Problem solving

Education

CS/Engineering/Science/Business degree

Tools

Salesforce

Jira

Confluence

Microsoft Teams

Outlook

Job description

EROAD in Auckland, NZ, is seeking a Technical Support Agent - Tier 2 to join our fast-growing team. You will manage escalated customer issues, perform root cause analysis, and provide expert-level technical support across EROAD's products and services.

You will work with Product, Development, Engineering, and Operations to deliver timely resolutions, maintain SLAs, and enhance the customer experience. Strong troubleshooting, communication, and cross-functional collaboration are essential.