Remote Tier 2 Technical Support Specialist

Gradient; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Equity

Medical/vision/dental insurance

401k

Paid parental leave

Professional Development Stipend

Commuter benefits

Flexible PTO

Job summary

Gradient is seeking a Technical Support Specialist, Tier 2 to join our remote Customer Experience team in the United States. You will troubleshoot complex product issues, guide customers via phone, email, and SMS, and coordinate with Field and Engineering as needed.

The role emphasizes clear documentation and proactive problem solving. Ideal candidates have strong communication skills and a technical aptitude, with a focus on organized workflows and continual process improvement.

Qualifications

• Experience in customer-facing technical support or IT support with structured problem solving.
• Ability to troubleshoot methodically and use available procedures and information.
• Excellent verbal communication and comfort helping customers troubleshoot by phone.

Responsibilities

• Troubleshoot known product issues with established procedures and tools.
• Ask diagnostic questions, document findings, and determine next steps for each case.
• Own assigned customer cases through resolution with timely communication and follow-up.

Skills

Customer communication

Troubleshooting

Organization

Remote work

Stakeholder coordination

Tools

Zendesk

Jira

Job description

Gradient is seeking a Technical Support Specialist, Tier 2 to join our remote Customer Experience team in the United States. You will troubleshoot complex product issues, guide customers via phone, email, and SMS, and coordinate with Field and Engineering as needed.

The role emphasizes clear documentation and proactive problem solving. Ideal candidates have strong communication skills and a technical aptitude, with a focus on organized workflows and continual process improvement.