Senior Tier 2 Support Specialist — Complex SaaS Issues

LivTech

Northern (KY)

Hybrid

USD 60,000 - 84,000

Full time

29 hours ago

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Job summary

LivTech is seeking a Customer Support Tier 2 Specialist in the United States to expertly handle escalated, brand-specific issues. You will diagnose complex problems, analyze logs and system behavior, and clearly document findings for engineering teams.

You will mentor Tier 1 staff and continually improve knowledge base content. The role emphasizes careful handling of PHI under HIPAA guidelines, strong communication with technical and non-technical audiences, and proactive problem solving in

Qualifications

Demonstrated troubleshooting ability with software platforms, including logs and edge cases.
Strong communication skills with both technical and non-technical audiences.
Ability to learn and apply HIPAA and data handling requirements.

Responsibilities

Own escalated tickets from Tier 1 for 1-2 brands, including configuration issues, data discrepancies, and non-standard troubleshooting.
Investigate, diagnose, and troubleshoot complex technical issues across the assigned application(s).
Analyze logs, error messages, and system behavior to identify root cause.
Reproduce defects and clearly document findings for engineering and product teams.
Escalate to the Universal Specialist when cross-brand depth is needed.
Mentor Tier 1 staff on troubleshooting technique and product knowledge.
Maintain and improve knowledge base content based on escalation patterns.
Handle PHI in accordance with HIPAA and internal data handling policies.