Tier II Technical Support Specialist – SaaS & Cloud

Pomona College; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation with bonuses

Comprehensive benefits package

Job summary

Pomona College is looking for a Digital Support Technical Support Specialist responsible for Tier II technical investigations and customer communication. The role involves troubleshooting customer issues across Autodesk Forma products.

With a focus on collaboration with Engineering and Product teams, the specialist will be crucial in ensuring customer satisfaction through effective and empathetic communication. Applicants should have a Bachelor's degree in IT or a related field and 1-3 years of relevant experience.

Qualifications

• 1-3 years of experience in Tier II Technical Support or related role.
• Ability to communicate with both technical and non-technical audiences.
• Experience supporting SaaS, cloud-based, web, or mobile applications.

Responsibilities

• Investigate, troubleshoot, and debug complex customer issues.
• Provide clear communication throughout the case lifecycle.
• Participate in case reviews and escalation discussions.

Skills

Analytical skills

Troubleshooting

Communication

Technical support

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field

Tools

Salesforce

Jira

Job description

Pomona College is looking for a Digital Support Technical Support Specialist responsible for Tier II technical investigations and customer communication. The role involves troubleshooting customer issues across Autodesk Forma products.

With a focus on collaboration with Engineering and Product teams, the specialist will be crucial in ensuring customer satisfaction through effective and empathetic communication. Applicants should have a Bachelor's degree in IT or a related field and 1-3 years of relevant experience.