Remote Tier 2 Technical Support Specialist

Thought Industries; Boston (MA); Remote; USD 55,000 - 65,000; Full time

Job summary

Thought Industries is seeking a Customer Support Specialist II to resolve complex technical issues and deliver exceptional service across the support lifecycle.

You will collaborate with Product, Engineering, QA, and Customer Experience to own issues through resolution and contribute to improved self-service resources. The role emphasizes mentorship, process improvements, and scalable support operations with remote-friendly options.

Qualifications

• 1-3 years of experience in technical support or a related field.
• Familiarity with SSO configuration and API troubleshooting.
• Strong communication and analytical/problem-solving skills; able to work independently.

Responsibilities

• Advanced Technical Support & Issue Resolution
• Serve as the primary escalation point for complex customer issues escalated from Tier 1 Support.
• Investigate and resolve advanced technical issues related to platform functionality, integrations, configurations, authentication, and operational performance.
• Utilize diagnostic tools, system logs, platform data, and technical analysis to identify root causes and deliver solutions.
• Provide customers with configuration recommendations and best practices that improve platform performance and usability.
• Deliver timely, professional, and customer-focused support throughout the resolution process.
• Incident & Escalation Management
• Take ownership of escalated customer issues through resolution.
• Manage complex support cases in accordance with established service-level agreements (SLAs).
• Prioritize and coordinate resolution of high-impact customer issues.
• Escalate issues requiring Engineering or Product involvement while ensuring appropriate documentation and communication.
• Maintain proactive communication with customers regarding issue status, progress, and resolution plans.
• Support critical incident management activities when required.
• Technical Investigation & Root Cause Analysis
• Perform in-depth technical analysis to identify root causes of customer-reported issues.
• Analyze platform behavior, application logs, APIs, integrations, and system interactions to diagnose complex problems.
• Develop and document repeatable troubleshooting methodologies for recurring issues.
• Leverage data and analytical tools to identify patterns and trends impacting customer success.
• Partner with Product and Engineering teams to validate fixes and resolve systemic issues.
• Customer Advocacy & Product Improvement
• Serve as a technical voice of the customer by communicating customer feedback, recurring challenges, and enhancement opportunities.
• Identify recurring support trends and collaborate with Product and Engineering teams to address root causes.
• Contribute recommendations that improve product usability, performance, and customer experience.
• Support initiatives designed to reduce support volume through product improvements and proactive education.
• Advocate for customer needs while balancing business and technical priorities.
• Knowledge Management & Support Deflection
• Create and maintain internal and customer-facing technical documentation.
• Contribute troubleshooting guides, knowledge base articles, FAQs, and support resources.
• Improve documentation quality and accuracy to support customer self-service and support efficiency.
• Identify opportunities to reduce recurring support inquiries through improved content and documentation.
• Support organizational goals related to ticket deflection and customer self-sufficiency.
• Training, Mentorship & Team Development
• Provide guidance and mentorship to Tier 1 Support Specialists.
• Share technical expertise and troubleshooting best practices across the support organization.
• Assist with onboarding and development of new support team members.
• Support knowledge-sharing initiatives that improve overall team effectiveness.
• Help build scalable support processes and technical enablement programs.
• Cross-Functional Collaboration
• Partner closely with Engineering, Product Management, QA, and Customer Experience teams to resolve customer issues.
• Participate in product feedback discussions and quality improvement initiatives.
• Collaborate with Customer Success and Account Management teams when customer issues impact adoption, health, or retention.
• Contribute to process improvement initiatives that enhance support operations and customer outcomes.
• Serve as a trusted technical resource across Customer Experience functions.

Skills

SSO configuration

API troubleshooting

Communication

Problem solving

Remote work

Time management

Team collaboration

Job description

Thought Industries is seeking a Customer Support Specialist II to resolve complex technical issues and deliver exceptional service across the support lifecycle.

You will collaborate with Product, Engineering, QA, and Customer Experience to own issues through resolution and contribute to improved self-service resources. The role emphasizes mentorship, process improvements, and scalable support operations with remote-friendly options.