Remote Tier 2 Technical Support Consultant

Accruent; United States; Remote; USD 51,000 - 86,000; Full time

Job summary

Accruent is seeking a Technical Support Consultant I (Tier 2) to resolve complex product issues, guide diverse audiences, and contribute to knowledge bases. You will deepen technical expertise, influence operational improvements, and provide legendary support across multiple products while maintaining ownership and proactive communication.

The role involves after-hours rotations with additional pay for on-call shifts and requires strong collaboration with Engineering and Product teams to ensure

Qualifications

• 3+ years in technical or application support.
• Experience troubleshooting multi-tier apps incl. web apps, APIs, databases, and auth (SAML/OAuth).
• Hands-on with browser dev tools, HAR files, Postman, and log analysis.
• Working knowledge of incident, problem, and knowledge management.
• Strong analytical and problem-solving skills.
• Ability to explain complex tech to technical and non-technical audiences.

Responsibilities

• Resolve escalated incidents and service requests through advanced troubleshooting.
• Analyze logs, configurations, APIs, integrations, and release changes to identify root causes.
• Reproduce issues in test or sandbox environments to validate behavior and speed resolution.
• Translate findings into clear, actionable guidance for varied audiences.
• Communicate progress, impact, and next steps throughout the lifecycle.
• Partner with Engineering and Product on defects and performance issues.
• Document investigations and resolutions in knowledge systems.
• Identify recurring issues and recommend process improvements.
• Create technical content to strengthen Tier 1 support.
• Manage escalations with calm communication and ownership through resolution.
• Build proficiency across multiple products with primary ownership of one.

Skills

Technical support

Troubleshooting

APIs

Postman

Browser dev tools

Log analysis

Incident management

Cross-team collaboration

Clear communication

Tools

Postman

HAR files

Browser dev tools

SQL Server

Job description

Accruent is seeking a Technical Support Consultant I (Tier 2) to resolve complex product issues, guide diverse audiences, and contribute to knowledge bases. You will deepen technical expertise, influence operational improvements, and provide legendary support across multiple products while maintaining ownership and proactive communication.

The role involves after-hours rotations with additional pay for on-call shifts and requires strong collaboration with Engineering and Product teams to ensure