Senior Technical Support Specialist II - Tier 2

PracticeTek; San Marcos (CA); Hybrid; USD 52,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Job summary

PracticeTek is hiring a Customer Support Specialist II to manage Tier 2 support, diagnose data-related issues with SQL, and mentor Tier 1 staff. You will handle tickets, chats, and emails, escalating to Tier 3 when needed, and collaborate across teams to improve processes.

This hybrid role is based in San Marcos, CA. The position requires 3–4 years of technical support experience, 2 years of SQL troubleshooting, and familiarity with CRM or ticketing tools.

Qualifications

• Bachelor's degree preferred.
• 3–4 years of technical support experience required.
• 2–3 years of experience with proprietary or SaaS business software is required.
• 2 years of SQL query writing and troubleshooting experience required.

Responsibilities

• Ticket Management: prioritize and manage tickets across the queue with SOPs and SLAs.
• Handle Tier 2 inquiries via calls, chats, and emails.
• Escalate issues to Tier 3 with complete context when needed.
• Provide training to Tier1 staff and contribute to knowledge base.

Skills

Analytical thinking

Problem solving

Communication skills

Education

Bachelor's degree (Preferred)

Tools

CRM software

Ticketing software

Windows Server OS

Job description

PracticeTek is hiring a Customer Support Specialist II to manage Tier 2 support, diagnose data-related issues with SQL, and mentor Tier 1 staff. You will handle tickets, chats, and emails, escalating to Tier 3 when needed, and collaborate across teams to improve processes.

This hybrid role is based in San Marcos, CA. The position requires 3–4 years of technical support experience, 2 years of SQL troubleshooting, and familiarity with CRM or ticketing tools.