Technical Support Representative - Tier 2

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 escalate 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 escalate 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. Requirements - 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 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. Benefits - 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.