Tier 2 Technical Support Specialist — Remote & Impactful

SmartRecruiters, Inc.; Boston (MA); Remote; USD 55,000 - 65,000; Full time

Benefits offered by this job

Annual bonus eligibility (2%)

Job summary

Thought Industries, based in Boston, MA, is seeking a Customer Support Specialist II to resolve complex technical issues and provide exceptional customer service for our platform. This role emphasizes advanced troubleshooting, cross-functional collaboration, and process improvements to reduce recurring issues.

The ideal candidate demonstrates strong analytical abilities, excellent communication, and a proactive approach to knowledge sharing, while thriving in a fast-paced, remote-friendly

Qualifications

• 1-3 years of experience in technical support or a related field.
• Familiarity with SSO configuration and API troubleshooting.
• Strong communication skills and the ability to effectively communicate technical information to non-technical customers.
• Strong problem-solving and analytical skills.
• Ability to work independently and in a team environment.
• Must be comfortable working remotely.

Responsibilities

• Serve as the primary escalation point for complex customer issues escalated from Tier 1 Support.
• Investigate and resolve advanced technical issues related to platform functionality, integrations, configurations, authentication, and operational performance.
• Utilize diagnostic tools, system logs, platform data, and technical analysis to identify root causes and deliver solutions.
• Provide customers with configuration recommendations and best practices that improve platform performance and usability.
• Deliver timely, professional, and customer-focused support throughout the resolution process.
• Take ownership of escalated customer issues through resolution.

Skills

Technical support experience

SSO configuration

API troubleshooting

Communication skills

Time management

Remote work ability

Job description

Thought Industries, based in Boston, MA, is seeking a Customer Support Specialist II to resolve complex technical issues and provide exceptional customer service for our platform. This role emphasizes advanced troubleshooting, cross-functional collaboration, and process improvements to reduce recurring issues.

The ideal candidate demonstrates strong analytical abilities, excellent communication, and a proactive approach to knowledge sharing, while thriving in a fast-paced, remote-friendly