Remote Tier II Tech Support Specialist - Cloud Storage

Sync.com; United States; Remote; CAD 60,000 - 90,000; Full time

Job summary

Sync.com in Canada is seeking an experienced Tier II Technical Support specialist to join our fully remote team. You will resolve technical, account, and billing inquiries and translate complex concepts into clear, customer-friendly guidance.

You will collaborate with development and product teams, reproduce issues, provide feedback, and help QA validate fixes while delivering high-quality support to millions of users.

Qualifications

• Minimum 4 years of experience in technical or customer support.
• Strong written and verbal communication, with ability to explain complex tech clearly.
• Comfortable troubleshooting across Windows, MacOS, Linux, iOS and Android.

Responsibilities

• Provide exceptional technical support to customers using our cloud storage platform, addressing technical, account, and billing inquiries with clear explanations.
• Troubleshoot issues systematically, identify patterns, and tailor solutions to different levels of user expertise.
• Collaborate with development and product teams by reproducing issues, escalating bugs, and assisting with QA testing and validation.
• Develop a deep understanding of Sync's products and escalation workflows to deliver high-quality customer support.

Skills

Technical support

Windows

MacOS

Linux

iOS

Android

Communication

Job description

Sync.com in Canada is seeking an experienced Tier II Technical Support specialist to join our fully remote team. You will resolve technical, account, and billing inquiries and translate complex concepts into clear, customer-friendly guidance.

You will collaborate with development and product teams, reproduce issues, provide feedback, and help QA validate fixes while delivering high-quality support to millions of users.