Tier 2 Customer Support Specialist

Thought Industries

. Serve as the primary escalation point for complex customer issues escalated from Tier 1 Support .

Posted 10/8/2026full-timeRemote • Massachusetts • United StatesJunior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support, focusing on advanced issue resolution, platform functionality, and customer communication. Proficient in troubleshooting methodologies, API integrations, and providing guidance to support teams.

Highest-signal resume keywords

Technical Support ExperienceAPI TroubleshootingSSO ConfigurationProblem-Solving SkillsCommunication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical AnalysisTroubleshooting MethodologiesPlatform FunctionalityIntegrationsOperational PerformanceConfiguration RecommendationsDiagnostic ToolsSystem LogsApplication LogsKnowledge Base Documentation

Soft Skills

Strong CommunicationTime ManagementPrioritizationTeam CollaborationMentorship

Industry Keywords

Service-Level AgreementsCustomer ExperienceProcess ImprovementTechnical EnablementCustomer Success

About the role

Key responsibilities & impact

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 configuration recommendations and best practices that improve platform performance and usability
Manage complex support cases in accordance with established service-level agreements (SLAs)
Prioritize and coordinate resolution of high-impact customer issues
Escalate issues requiring Engineering or Product involvement with appropriate documentation and communication
Maintain proactive communication with customers regarding issue status, progress, and resolution plans
Perform technical analysis of platform behavior, application logs, APIs, integrations, and system interactions
Develop and document repeatable troubleshooting methodologies
Partner with Product and Engineering teams to validate fixes and resolve systemic issues
Communicate customer feedback, recurring challenges, and enhancement opportunities
Create and maintain internal and customer-facing technical documentation, troubleshooting guides, knowledge base articles, FAQs, and support resources
Provide guidance and mentorship to Tier 1 Support Specialists
Assist with onboarding and development of new support team members
Partner with Engineering, Product Management, QA, Customer Experience, Customer Success, and Account Management teams
Contribute to process improvement initiatives and technical enablement programs

Requirements

What you’ll need

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

Benefits

Comp & perks

Annual bonus eligibility of 2%
Remote work