Senior 2nd-Line Tech Support for Enterprise (Remote)

Auditdata; United States; Remote; USD 70,000 - 105,000; Full time

Benefits offered by this job

Remote work model

Job summary

Auditdata seeks a hands-on Technical Customer Care professional to own a small portfolio of named Enterprise accounts and resolve complex tickets in a live queue. You will troubleshoot software and hardware, reproduce issues with clear steps, and drive escalations to Product Management and DevOps.

You will also write knowledge-base articles, train customers, and lead weekly reviews. Remote work model across multiple time zones is available, with opportunities for professional growth.

Qualifications

• 5+ years in customer-facing technical support or similar role with hands-on 2nd/3rd line support
• Strong, clear written communication and technical writing ability
• Experience with SLA management processes: incident, problem, escalation
• Ability to author Knowledge Base articles, runbooks, and support documentation
• Proactive problem-solving and strong coordination skills

Responsibilities

• Respond to customer inquiries within SLAs, providing accurate product and service information
• Troubleshoot and resolve issues across software and hardware
• Reproduce issues with clear replication steps for engineering
• Drive product escalations to Product Management and collaborate with DevOps
• Handle hardware service requests per Auditdata procedures
• Maintain case records in Helpdesk/CRM and inform customers throughout
• Own the support relationship for named Enterprise accounts as primary technical contact
• Lead weekly ticket review calls and set agendas
• Produce root-cause analyses, status summaries, and process documents
• Build and maintain reports and dashboards in Helpdesk/CRM
• Analyze ticket data to identify recurring issues and SLA risks

Skills

Customer support

2nd/3rd line support

SLA management

Technical writing

CRM

Cloud/SaaS troubleshooting

Tools

Helpdesk software

CRM systems

Job description

Auditdata seeks a hands-on Technical Customer Care professional to own a small portfolio of named Enterprise accounts and resolve complex tickets in a live queue. You will troubleshoot software and hardware, reproduce issues with clear steps, and drive escalations to Product Management and DevOps.

You will also write knowledge-base articles, train customers, and lead weekly reviews. Remote work model across multiple time zones is available, with opportunities for professional growth.