Technical Support Specialist – Tier 2 & Volunteer Support

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

Technical Support Specialist – Tier 2 & Volunteer Support

ExploreGod

ExploreGod harnesses the power of digital technology to spread the gospel around the globe. Through advanced data-driven strategies, we connect with millions, fostering their spiritual growth in Christ. We aim to offer every person on Earth the chance to discover Jesus via various digital channels, creating a faith-based community that unites volunteers with individuals worldwide seeking spiritual enlightenment.

About the Job

The Technical Support Specialist – Tier 2 & Volunteer Support is a full‑time, benefit‑eligible role within the Support Team, responsible for executing Tier 2 product support and ensuring our Help Desk operates effectively across all support tiers. This role provides Tier 2 product support while overseeing, equipping, and serving as the primary escalation point for our Tier 1 Help Desk volunteers.

This role reports to the Director of Support and collaborates closely with Help Desk Volunteers (Tier 1), Quality Assurance & Product (Tier 3), and Engineering & Development (Tier 4)

Key Responsibilities

Tier 2 Support Execution

• 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.

Volunteer Oversight & Enablement

• 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.

Workflow Management & Cross-Tier Collaboration

• 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.

User Guidance & Error Resolution

• 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.

Knowledge Base & Documentation

• 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.

Bug Validation & Resolution Support

• 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.

Feature Request Management

• 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.

Skill Requirements

• 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.
• Familiarity with common operating systems, software applications, and basic networking concepts.
• Ability and willingness to develop expert‑level knowledge of proprietary software platforms.
• Experience using screen‑sharing tools for remote user support.
• Excellent written communication skills for bug reports, KB articles, and user guides.
• Strong verbal communication skills for guided support and cross‑functional collaboration.
• Ability to work independently and as part of a team.
• Strong problem‑solving and analytical skills to identify recurring issues and improvement opportunities.
• Calm, empathetic approach to supporting users with varying levels of technical proficiency.

Bonus Skills

• Experience supporting proprietary or custom software platforms.
• Familiarity with QA testing processes and production validation.
• Experience working with volunteer‑based or nonprofit support environments.
• Exposure to product support, product operations, or product management workflows.
• Ability to identify systemic issues and recommend longer‑term solutions.

Additional Requirements

• This position is fully remote.
• Only U.S.-based applicants will be considered.
• Applicants must be authorized to work in the U.S.
• Alignment with our Statement of Faith is required.

Join us in our mission to make a significant global impact through innovative digital means, spreading the gospel and connecting people with the message of Jesus Christ!