Tier 2 Customer Support Specialist

Thought Industries

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

Posted 10/13/2026full-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 troubleshooting complex technical issues, including SSO configuration and API troubleshooting, while effectively communicating solutions to both technical and non-technical stakeholders. Proven ability to manage support cases, develop documentation, and mentor junior support staff to enhance customer outcomes.

Highest-signal resume keywords

Technical Support ExperienceSSO ConfigurationAPI TroubleshootingProblem-Solving SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical AnalysisTroubleshooting MethodologiesPlatform FunctionalityIntegrationsOperational PerformanceDiagnostic ToolsSystem LogsApplication LogsAPIsCustomer Documentation

Soft Skills

Strong CommunicationAnalytical SkillsTime ManagementPrioritizationTeam Collaboration

Industry Keywords

Customer SupportEscalation ManagementSLA ManagementCustomer ExperienceKnowledge Base

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 involving platform functionality, integrations, configurations, authentication, and operational performance
Use diagnostic tools, system logs, platform data, and technical analysis to identify root causes and deliver solutions
Manage complex support cases according to SLAs and coordinate high-impact issue resolution
Own escalated customer issues through resolution and maintain proactive customer communication
Analyze platform behavior, application logs, APIs, integrations, and system interactions
Develop and document repeatable troubleshooting methodologies for recurring issues
Partner with Product, Engineering, QA, Customer Experience, Customer Success, and Account Management teams
Communicate customer feedback, recurring challenges, and enhancement opportunities
Create and maintain internal and customer-facing technical documentation, troubleshooting guides, FAQs, and knowledge-base articles
Provide guidance and mentorship to Tier 1 Support Specialists and assist with onboarding
Contribute to support process improvements, ticket deflection, product quality, and customer outcomes

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 arrangement