Remote Tier 2 Technical Support Specialist

Gradient; San Francisco (CA); Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Equity

Medical Insurance

401k

Paid parental leave

Professional development stipend

Flexible PTO

Job summary

Gradient is seeking a Technical Support Specialist, Tier 2, to join our Customer Experience team. You will handle customer issues requiring deeper troubleshooting, guide customers by phone, email, and SMS, and escalate to Engineering when needed.

This role is remote within the United States, with occasional onboarding visits to our San Francisco headquarters and possible travel thereafter. Weekend coverage may be required during peak periods.

Qualifications

• Experience in customer-facing technical support or product support.
• Proven ability to troubleshoot problems methodically.
• Excellent verbal communication and comfort helping customers troubleshoot by phone.
• Strong customer empathy and patience.
• Organized with ability to manage multiple cases.

Responsibilities

• Troubleshoot known product issues with customers using established procedures and tools.
• Ask diagnostic questions, document findings, and determine the next steps for each case.
• Own cases through resolution with timely communication and follow-up.
• Communicate clearly with customers via phone, email, and SMS.
• Coordinate with service partners and Field team for onsite visits when needed.
• Escalate complex issues to Engineering with summary of symptoms and steps taken.
• Maintain accurate case records across Zendesk, Jira, and other systems.
• Use dashboards and product info to support troubleshooting and resolution.
• Identify recurring issues and opportunities to improve procedures and tools.
• Partner with Customer Experience, Field, and Engineering as the support model evolves.
• Provide weekend coverage as needed.

Skills

Customer support

Troubleshooting

Remote work

Communication

Documentation

Problem solving

Tools

Zendesk

Jira

Job description

Gradient is seeking a Technical Support Specialist, Tier 2, to join our Customer Experience team. You will handle customer issues requiring deeper troubleshooting, guide customers by phone, email, and SMS, and escalate to Engineering when needed.

This role is remote within the United States, with occasional onboarding visits to our San Francisco headquarters and possible travel thereafter. Weekend coverage may be required during peak periods.