Technical Support Analyst

New York Technology Partners; Chicago (IL); On-site; USD 75,000 - 95,000; Full time

Job summary

New York Technology Partners is seeking a Tier 2 Technical Support Analyst to own escalations from Tier 1 and resolve complex enterprise SaaS issues. You will troubleshoot across Windows and macOS environments, analyze logs, and collaborate with Engineering and Product teams to drive root-cause analysis and product improvements.

You will mentor Tier 1 staff, create knowledge base content, and assist with configuration guidance for enterprise customers.

Qualifications

• 4+ years of experience in technical support, SaaS support, enterprise support, or help desk escalation.
• Proven experience managing complex technical escalations.
• Strong troubleshooting experience with Windows/PC and macOS environments.
• Strong understanding of: Operating systems, DNS and VPN concepts, File permissions and access controls, Identity and authentication workflows.
• Experience supporting enterprise authentication tools such as Okta, SSO, or Active Directory.
• Ability to analyze logs, document defects, and perform root-cause analysis.
• Experience collaborating with Engineering, Product, or Operations teams.
• Strong customer communication and technical documentation skills.

Responsibilities

• Own escalated technical issues through resolution, including enterprise and high-impact cases.
• Troubleshoot advanced issues involving:
• Authentication and access problems
• SSO, Okta, and Active Directory environments
• Permissions and security configurations
• File lifecycle issues
• Product defects and integration challenges
• Provide advanced support for both Windows/PC and Apple/macOS environments.
• Analyze logs, gather diagnostic information, reproduce issues, and document technical findings.
• Perform root-cause analysis and partner with Engineering and Product teams on defects and improvements.
• Support enterprise customers with troubleshooting, configuration guidance, and technical communication.
• Create and improve knowledge base articles, troubleshooting guides, and support documentation.
• Mentor Tier 1 analysts through escalation reviews, troubleshooting guidance, and knowledge sharing.
• Identify recurring issues, automation opportunities, and product improvements.

Skills

Troubleshooting

Windows

macOS

Enterprise SaaS

Customer communication

Documentation

Cross-functional collaboration

Tools

Jira

Salesforce Service Cloud

Zendesk

Zoom Contact Center

Job description

The Tier 2 Technical Support Analyst handles complex customer issues requiring advanced troubleshooting, technical investigation, and cross-functional collaboration. This role owns escalations from Tier 1, supports enterprise customers, performs root-cause analysis, and helps improve support processes and knowledge resources.

The ideal candidate has strong troubleshooting skills across Windows and macOS environments and experience supporting enterprise SaaS applications.

Primary Responsibilities

• Own escalated technical issues through resolution, including enterprise and high-impact cases.
• Troubleshoot advanced issues involving:
• Authentication and access problems
• SSO, Okta, and Active Directory environments
• Permissions and security configurations
• File lifecycle issues
• Product defects and integration challenges
• Provide advanced support for both Windows/PC and Apple/macOS environments.
• Analyze logs, gather diagnostic information, reproduce issues, and document technical findings.
• Perform root-cause analysis and partner with Engineering and Product teams on defects and improvements.
• Support enterprise customers with troubleshooting, configuration guidance, and technical communication.
• Create and improve knowledge base articles, troubleshooting guides, and support documentation.
• Mentor Tier 1 analysts through escalation reviews, troubleshooting guidance, and knowledge sharing.
• Identify recurring issues, automation opportunities, and product improvements.

Required Qualifications

• 4+ years of experience in technical support, SaaS support, enterprise support, or help desk escalation.
• Proven experience managing complex technical escalations.
• Strong troubleshooting experience with Windows/PC and macOS environments.
• Strong understanding of:

• Operating systems
• DNS and VPN concepts
• File permissions and access controls
• Identity and authentication workflows

• Experience supporting enterprise authentication tools such as Okta, SSO, or Active Directory.
• Ability to analyze logs, document defects, and perform root-cause analysis.
• Experience collaborating with Engineering, Product, or Operations teams.
• Strong customer communication and technical documentation skills.

Preferred Qualifications

• Experience supporting security, encrypted file-sharing, collaboration, or enterprise SaaS products.
• Experience with Zoom Contact Center, Salesforce Service Cloud, Zendesk, Jira, or similar platforms.
• Experience mentoring Tier 1 support teams or developing technical documentation.