Senior Tier 2 Support Specialist — Complex SaaS Issues

LivTech; United States; Ibrido; USD 60.000 - 84.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Troubleshooting

Communication

HIPAA/data handling

Strumenti

Jira

Azure DevOps

Postman

SQL

Descrizione del lavoro

Role Overview
The Customer Support Tier 2 Specialist supports 1-2 specialized brands within the division, resolving escalated and technically complex issues that Tier 1 cannot handle. This role requires strong troubleshooting skills, comfort with logs and diagnostic tools, and the judgment to work through ambiguous, multi-step problems.

Key Responsibilities:

• Own escalated tickets from Tier 1 for 1-2 assigned brands, including configuration issues, data discrepancies, and non-standard troubleshooting
• Investigate, diagnose, and troubleshoot complex technical issues across the assigned application(s)
• Analyze application 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 an issue requires cross-brand or multi-divisional technical depth
• 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

Success in this role looks like:

• Efficient resolution of complex, brand-specific support issues
• Clear, actionable handoffs to engineering/QA and to the Universal Specialist when needed
• Identification of recurring issues and contribution to preventative fixes
• Strong coaching impact on Tier 1 staff

What Will Help You Succeed

• A naturally curious and investigative mindset
• Strong attention to detail, with a focus on quality and accuracy
• Comfort working with ambiguity and incomplete information
• A proactive, self-driven approach with strong ownership of issues

Qualifications

Required 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

Preferred Qualifications:

• Background in QA or software testing
• Experience with bug tracking systems (Jira, Azure DevOps, or similar)
• Basic understanding of APIs and tools like Postman
• Exposure to SQL for data investigations
• Experience supporting SaaS or healthcare technology products
• Health Insurance : individual policy, employer/employee shared cost
• Teladoc : included in health insurance
• Flexible Spending Accounts : employee paid
• Disability Insurance : Short Term Disability-employer paid; Long Term Disability-employee paid
• Life Insurance : $50,000 employer paid, additional employee paid
• Accident Care : employee paid
• Critical Care : employee paid
• Dental Insurance : employee paid
• Vision Insurance : employee paid
• Legal & ID Shield : employee paid
• Pet Insurance : employee paid
• Paid Time Off (PTO
• 401k Retirement Plan : employee paid
• Employee Assistance Program (EAP): employer paid
• Paid Holidays

Any offers of employment are contingent upon the successful completion of a background check. LivTech is committed to creating a diverse environment and is proud to be an equal opportunity employer.