Technical Support Representative - Tier 2

Side; United States; À distance; USD 70 000 - 90 000; Plein temps

Résumé du poste

Side is seeking a Technical Support Specialist – Tier 2 to deliver advanced assistance to enterprise customers, investigate complex issues, and manage escalations across cross-functional teams. You will resolve issues in web and mobile apps, manage access and admin dashboards, and coordinate with Support Engineering, Product, and IT to drive timely resolutions.

The role requires 3+ years in technical support, strong communication, and hands-on experience with SSO, SAML, OAuth, Jira, Zendesk, and

Qualifications

• 3+ years in technical support or similar role for B2B SaaS.
• Experience supporting enterprise customers.
• Administer access management and user provisioning.
• Knowledge of identity technologies (SAML 2.0, OAuth, OIDC).
• Experience reviewing authentication logs and diagnosing sign-in failures.
• Familiarity with Google Workspace and Microsoft 365 admin consoles.
• Strong written and spoken English communications.
• Ability to document issues with reproduction steps and logs.

Responsabilités

• Manage and prioritize enterprise support tickets per SLAs.
• Investigate and resolve complex technical issues across web and mobile apps.
• Diagnose and resolve Admin Dashboard and access issues.
• Triager and escalate to engineering when needed.
• Create detailed Jira tickets with steps, logs, and impact.
• Collaborate with Support Engineering, Product, and IT teams.
• Monitor outages and communicate status to stakeholders.
• Assist with customer workshops and gather product feedback.
• Identify recurring issues and suggest improvements.

Connaissances

Enterprise support

Escalation management

Cross-functional collaboration

Analytical thinking

Strong communication

Attention to detail

Outils

Zendesk

Jira

Slack

Microsoft 365

Google Workspace

SSO

SAML

OAuth

OIDC

Microsoft Teams

Vonage Video API

Description du poste

We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time.

In this role, you will:

• Manage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations.

• Investigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.

• Add, update, and remove Admin Dashboards and manage customer platform access.

• Diagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues.

• Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.

• Analyze authentication and SSO logs to identify the root cause of access failures.

• Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues.

• Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues.

• Review TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required.

• Partner with Support Engineering and Engineering teams to investigate complex customer issues and technical defects.

• Route technical escalations to the appropriate engineering squad based on product area, impact, and severity.

• Create detailed Jira tickets for bugs, including reproduction steps, expected versus actual behavior, relevant logs or screenshots, environment details, and customer impact.

• Follow up on engineering escalations until the issue is resolved and the resolution is confirmed with the customer.

• Immediately expand critical platform-down or outage incidents and keep relevant stakeholders informed until service is restored.

• Collaborate with Engineering to investigate assessment defects and validate fixes.

• Create and configure customer workshops and manage changes to scheduled workshops.

• Gather customer product feedback and share actionable insights with Product and Engineering teams.

• Identify recurring technical issues and trends and elevate them for further investigation.

• Participate in monthly Support Engineering syncs to review open issues, trends, and process improvements.

• Attend biweekly CESO Tier 1 Release Enablement sessions to stay current on product releases and help prepare the support team for upcoming changes.

• 3+ years of experience in technical support or a similar customer-facing technical role, preferably within a B2B SaaS environment.

• Experience supporting enterprise customers and managing complex technical issues through resolution.

• Hands-on experience with customer administration, access management, and user provisioning.

• Working knowledge of identity and authentication technologies, including SAML 2.0, OAuth, and OpenID Connect (OIDC).

• Experience reviewing authentication or SSO logs and diagnosing access and sign-in failures.

• Experience troubleshooting Google Workspace and Microsoft 365, including administrative consoles and integrations.

• Good technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues.

• Understanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.

• Ability to systematically reproduce technical issues and document reproduction steps, screenshots, logs, browser/device information, and other relevant evidence.

• Experience escalating issues to Engineering and creating clear, actionable Jira tickets.

• Hands-on experience with Slack, Zendesk, and Jira, including raising and tracking issues with cross-functional teams.

• Experience managing and prioritizing support queues against SLAs.

• Strong logical, analytical, critical-thinking, and problem-solving skills.

• Excellent attention to detail and ability to analyze technical information and data.

• Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical audiences.

• Strong ownership and follow-through, with the ability to drive issues through to resolution.

• Ability to identify recurring issue patterns and determine prompting when escalation is required.

• Ability to multitask, prioritize, and manage time effectively.

• Strong stakeholder management, interpersonal, collaboration, and teamwork skills.

• Strong focus on quality, consistency, and adherence to defined customer and support guidelines.

• Flexible and adaptable approach in a continuously evolving environment.

• Willingness and flexibility to work rotational shifts.

• Opportunity to work directly with enterprise customers and solve complex technical challenges.

• Exposure to SaaS technologies, authentication systems, integrations, networking, and real-time communication platforms.

• Hands-on experience working with tools and technologies including Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, SAML, OAuth, OIDC, Microsoft Teams, and Vonage Video API.

• Close collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.

• Opportunity to contribute customer insights and technical feedback that influence product and process improvements.

• Regular exposure to product releases and technical enablement sessions, supporting continuous learning and development.

• Opportunity to develop deeper expertise in enterprise technical support, troubleshooting, incident management, and engineering escalation.

• Collaborative and dynamic working environment with opportunities to take ownership of customer-impacting technical issues.