Remote Tier 2 Tech Support Lead for Volunteers

Global Media Outreach; Polska; Hybrid; PLN 227,000 - 341,000; Full time

Benefits offered by this job

Remote work

Job summary

ExploreGod is seeking a Technical Support Specialist – Tier 2 & Volunteer Support to join its remote Support Team. The role handles Tier 2 product support and serves as the escalation point for Tier 1 volunteers, reporting to the Director of Support and collaborating with QA, Product, and Engineering.

You will guide multilingual volunteers, manage tickets, validate bugs, document knowledge base articles, and help improve the product through cross-team coordination.

Qualifications

• 2-3 years of experience in help desk, technical support, or product support.
• Experience using product support or ticketing systems (e.g., ClickUp, Zendesk, ServiceNow, Freshdesk).
• Familiarity with knowledge base and self-help documentation tools.
• Strong troubleshooting skills for moderately complex technical issues.
• Ability to understand technical concepts and explain them in clear, user-friendly language.

Responsibilities

• Provide Tier 2 support functions as outlined in the Product Support workflow.
• Develop and maintain expert-level knowledge of the proprietary digital platform.
• Diagnose and resolve moderately complex user issues using guided support techniques.
• Manage, validate, and enrich tickets submitted by Super-Users and Tier 1 Help Desk volunteers.
• Identify recurring issue trends and escalated appropriately.
• Provide input to Tier 3 for more complex or systemic issues.
• Communicate effectively with Tier 4 Engineering & Development teams as needed.
• Oversee and support multilingual Tier 1 Help Desk volunteers.
• Serve as the primary escalation point for unresolved Tier 1 issues.
• Guide and assist volunteers with issue diagnosis and proper escalation.
• Ensure volunteers are trained, equipped, and resourced to fulfill Tier 1 responsibilities effectively.
• Reinforce role boundaries and escalation criteria for volunteers.
• Contribute to the smooth operation of the Product Support workflow across Tiers 1–4.
• Collaborate effectively with Product, Engineering, QA, and Technical Solutions teams.
• Ensure clear documentation, handoffs, and communication across all support tiers.
• Guide users through workflows using screen-sharing and step-by-step support.
• Identify recurring user errors and provide corrective guidance.
• Escalate recurring user errors to Tier 3 when they indicate broader usability or product issues.
• Provide users with deeper explanations and links to advanced documentation.
• Draft, update, and manage Knowledge Base (KB) articles and advanced user guides.
• Identify documentation gaps and escalated unmet information needs to Tier 3 when new KB or FAQs are required.
• Validate reported issues and reproduce bugs.
• Create detailed bug reports, including replication steps and contextual details.
• Escalate validated bugs to Tier 3 or append to existing bug reports.
• Collaborate with Tier 4 Engineering and QA to test fixes.
• Verify bug resolution in Production and communicate outcomes to users and volunteers.
• Document feature requests thoroughly and clearly.
• Escalate validated feature requests to Tier 3 (Product Team).
• Clarify user use cases and business context for submitted feature requests.
• Identify patterns across feature requests and suggest longer-term product or workflow improvements.

Skills

Help desk

Troubleshooting

Clear communication

Remote support

Independent working

Tools

ClickUp

Zendesk

ServiceNow

Freshdesk

Screen sharing tools

Job description

ExploreGod is seeking a Technical Support Specialist – Tier 2 & Volunteer Support to join its remote Support Team. The role handles Tier 2 product support and serves as the escalation point for Tier 1 volunteers, reporting to the Director of Support and collaborating with QA, Product, and Engineering.

You will guide multilingual volunteers, manage tickets, validate bugs, document knowledge base articles, and help improve the product through cross-team coordination.