Hybrid Tier II Technical Support Engineer – Integrations

CallRail

Atlanta (GA)

Hybrid

USD 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Healthcare coverage

HSA with company matching

Paid parental leave

Flexible vacation policy

401K with company match

Employee stock options

Educational allowance

Hybrid work stipend

Job summary

CallRail is seeking a Technical Support Specialist (Tier II) to own escalations and complex integrations, bridging front-line support and engineering. You will investigate escalated tickets involving telephony, web script behavior, webhooks, API requests, and third-party integrations, documenting steps for clear handoffs.

The role emphasizes diagnostic thinking, knowledge sharing, and proactive communication with leadership, account managers, and sales.

Qualifications

Proven ability to isolate root causes in complex software ecosystems.
Understanding of digital marketing tracking (UTM, URL parameters, conversions).
Ability to translate complex concepts to non-technical customers.

Responsibilities

Own end-to-end investigation of escalated tickets involving telephony, web scripts, webhooks, APIs and third-party integrations.
Document failure points, test steps, payload logs, and diagnostics for clear prioritization and resolution.
Turn solved cases into actionable notes to reduce repeat escalations and share knowledge widely.
Assist customers via chat/phone/screen-share to guide complex setups and troubleshooting.
Provide timely technical updates to leadership, Account Managers, and Sales.