Technical Support Specialist - Tier II

CallRail; Atlanta (GA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare

Dental & Vision Coverage

HSA with company matching

Paid parental leave

Flexible vacation policy

401K with company match

Employee stock options

Educational allowance

Catered lunch

Parking or MARTA transportation

Charitable donation match

Company outings

Home office stipend

Job summary

CallRail is seeking a Technical Support Specialist (Tier II) to lead escalations involving telephony routing, web scripts, and APIs. You will bridge front-line support with engineering, documenting steps and outcomes for rapid resolution.

Ideal candidates analyze complex software ecosystems, communicate clearly with customers, and share knowledge to reduce repeat issues. This role is based in Atlanta with a transition to a 3-day hybrid model in 2027.

Qualifications

• Proven ability to isolate root causes in complex software ecosystems.

Responsibilities

• Own end-to-end investigations for escalated tickets (telephony, web script behavior, webhooks, API calls).
• Document failure points, tests, payloads, and diagnostics for clear prioritization.
• Turn solved cases into actionable knowledge to reduce repeats.
• Guide customers via screen-share and guidance to resolve tricky tech setups.
• Provide timely, calm updates to leadership, Account Managers and Sales during incidents.

Skills

Troubleshooting

MarTech & Attribution

Technical communication

Resourcefulness

Interpersonal & diplomacy

Job description

CallRail is looking for a Technical Support Specialist (Tier II) to join our team. Tier II specialists act as our senior technical detectives—taking point on complex integrations, data attribution discrepancies, and advanced product workflows. You will bridge the gap between front-line support and core engineering, taking ownership of tricky technical issues to resolution while helping uplift our Tier I team.

What You'll Do

• Technical Escalations: Own end-to-end investigation for escalated tickets involving telephony (call routing), web script behavior (DNI), webhooks, API requests, and third-party integrations (e.g., Google Ads, GA4, Salesforce, HubSpot).
• High-Quality Handoffs: When identifying problem tickets or escalating issues to internal partners, thoroughly document identified failure points, reproducible test steps, payload logs, and diagnostic findings to ensure proper prioritization and solutioning for customers.
• Knowledge Sharing: Turn freshly solved complex cases into actionable notes to reduce repeat escalations.
• Technical Consultation: Assist customers via all channels and scheduled screen-share calls to guide them through complex setups or tricky technical troubleshooting.
• Stakeholder Communication: Provide calm, objective, and timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, managing expectations with clarity and tact.

What You'll Need

• Troubleshooting Aptitude: Proven experience isolating root causes in complex software ecosystems where documentation may not have an immediate answer.
• MarTech & Attribution Knowledge: Familiarity with how digital marketing tracking works (UTM parameters, URL query strings, conversion tracking in Google Ads/GA4).
• Technical Communication: Ability to translate dense technical realities into simple explanations for customers, while understanding the technical logic of the product enough to communicate with developers.
• Resourcefulness & Critical Inference: Ability to independently test hypotheses in a sandbox environment using our product tools and online technical documentation before escalating.
• Interpersonal & Departmental Diplomacy: Ability to communicate professionally and constructively across technical and non-technical departments (from software engineers to executive leadership and sales reps).

If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

• Healthcare (one option covered at 100% for employees)
• Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events
• Hybrid work options with $500 office stipend to set up your home office

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
Continuous adoption of AI technologies is essential to this role. You will be expected to leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks.

This position is based out of our Atlanta office. Through December 2026, employees are expected to work in the office on Tuesdays and Thursdays. Beginning in January 2027, CallRail will transition to a 3 day hybrid work model. Employees will work in the office on Mondays, Tuesdays, and Thursdays.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in CallRail’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.