Remote Senior Technical Support Triage Specialist

ECP; Seattle (WA); On-site; USD 70,000 - 100,000; Full time

Job summary

ECP is seeking a Customer Support Specialist III to act as the final escalation point for complex issues and to perform deep technical triage before routing to Dev, Pharmacy, Billing, Compliance, or Product. You will reproduce issues, validate bugs, and ensure well-documented tickets reach downstream teams.

This role emphasizes technical investigation, quality control, and proactive product support, serving as a bridge between Support and other teams to improve issue quality and support smoother

Qualifications

• 3+ years of customer service experience.
• 1+ years of escalated technical support experience.
• Strong understanding of billing/financial terminology and process is preferred.

Responsibilities

• Serve as the final support escalation point for complex issues prior to engineering involvement.
• Reproduce reported issues in staging or test environments to confirm behavior and isolate root causes.
• Gather logs, steps to reproduce, and environmental context to create actionable tickets.
• Validate suspected bugs by confirming reproducibility and impact.
• Assist engineering with clear reproduction steps and test scenarios.

Skills

Customer service

Technical escalation

Bug reproduction

Communication skills

JIRA/ServiceDesk

Education

Bachelor or Associate's degree

Tools

JIRA

ServiceDesk

UAT

Job description

ECP is seeking a Customer Support Specialist III to act as the final escalation point for complex issues and to perform deep technical triage before routing to Dev, Pharmacy, Billing, Compliance, or Product. You will reproduce issues, validate bugs, and ensure well-documented tickets reach downstream teams.

This role emphasizes technical investigation, quality control, and proactive product support, serving as a bridge between Support and other teams to improve issue quality and support smoother