Tier II Support

RESPONSIBILITIES:
Kforce has a client that is seeking a Tier II Support in Lakeland, FL.

Summary:
This role partners closely with Technical Support, Product, and other internal teams to identify root causes, document software defects, and support timely resolution. Tier II Support Representatives strengthen the broader Customer Support organization by serving as subject matter experts, sharing knowledge, improving documentation, and collaborating across teams.

Key Tasks:
* Own the investigation and resolution of complex customer issues that cannot be resolved through standard Tier I support processes
* Investigate product behavior, system functionality, and customer-reported issues to determine root cause, identify appropriate solutions if possible, and communicate recommended next steps
* Leverage internal support, diagnostic, and product analytics tools to research customer behavior, reproduce reported issues, and support investigations
* Manage complex customer cases from initial investigation through completion, providing timely and professional communication throughout the lifecycle of each issue
* Collaborate with Technical Support, Product, QA, and other internal stakeholders to investigate software defects, product behavior, and system issues
* Create detailed defect reports and internal work items that clearly document reproduction steps, customer impact, supporting evidence, and business context
* Verify issue resolution and communicate updates and outcomes to customers, coordinating with internal teams as needed
* Support API and Connect customers through designated phone and case channels while consistently meeting contracted service level agreements

REQUIREMENTS:
* One to three years of experience in customer support, technical support, SaaS software support, or a related field
* Experience documenting software defects, enhancement requests, or technical investigations in a clear and organized manner
* Strong analytical, problem-solving, and critical thinking skills with the ability to evaluate complex situations and determine appropriate courses of action
* Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences
* Ability to manage multiple complex investigations simultaneously while maintaining exceptional customer service and attention to detail
* Demonstrated ability to investigate, analyze, and resolve complex software or system related issues
* Experience supporting APIs, software integrations, or technically complex SaaS products is preferred
* Familiarity with API troubleshooting tools such as Postman, REST APIs, SQL, or similar technologies is preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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