Tier 2 Technical Support Specialist (Zendesk)

Overview

On Site
Full Time

Skills

Tier 2
Process Improvement
Workflow
Enterprise Resource Planning
API
Collaboration
Testing
End-user Training
Technical Support
Cloud Computing
Zendesk
Knowledge Base
Management
Operating Systems
Microsoft Windows
OS X
Linux
Attention To Detail
Communication
SOAP
SaaS
Electronic Commerce
Scripting
SQL
HTML
JavaScript
Bilingual
English
Spanish

Job Details

Tier 2 Technical Support Specialist (Zendesk)
Location: Memphis, TN (Hybrid ? Tue?Thu onsite, Mon & Fri remote)
Employment Type: Full-Time or Contract-to-Hire

Overview
A growing technology company is seeking a Tier 2 Technical Support Specialist to join its customer success team. This role is ideal for someone with strong hands-on experience using Zendesk and a passion for helping external customers solve technical challenges. As a critical member of the support organization, you?ll troubleshoot platform issues, support product integrations, and contribute to process improvements while working in a hybrid environment based in Memphis, TN.

Responsibilities

Manage and resolve complex technical support tickets using Zendesk

Troubleshoot customer issues involving data, platform functionality, integrations, and system configuration

Guide customers through account setup, permissions, and workflows

Provide support related to ERP integrations, eCommerce features, checkout issues, and API-related functions

Collaborate with product and engineering teams to investigate recurring issues and implement solutions

Assist in testing product features and documenting support procedures

Deliver user training and maintain knowledge base articles

Required Skills

1?2+ years of experience in technical support, preferably with a SaaS or cloud-based product

Proficient in Zendesk (ticketing, knowledge base, admin-level capabilities)

Experience providing direct support to external clients or customers

Comfortable working across multiple operating systems (Windows, macOS, Linux)

Strong troubleshooting skills, attention to detail, and clear communication

Preferred Qualifications

Familiarity with REST or SOAP APIs

Background supporting SaaS platforms or eCommerce environments

Exposure to scripting or web technologies (e.g., SQL, HTML, JavaScript)

Bilingual (English/Spanish) is a plus

How to Apply
To be considered for this opportunity, please submit your resume for confidential review. Qualified candidates will be contacted promptly for next steps.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About NexTech Solutions