Overview
Skills
Job Details
Job Title: Tier 2 Technical Support Specialist
Location: Remote, U.S
Employment Type: Full-Time
Work Hours: Must be available to work during overnight shifts on both weekdays and weekends, preferably from 8:00 PM to 4:00 AM EST.
About the Role
As a Tier 2 Technical Support Specialist, you will handle escalated support cases requiring technical depth, such as diagnosing API failures, resolving network issues, and investigating system-level errors. You ll collaborate closely with engineering teams and internal IT to resolve issues, communicate solutions to customers, and improve overall support operations by contributing to documentation and processes.
Key Responsibilities
- Troubleshoot and resolve escalated technical issues, including API errors, network-related problems, and system outages
- Analyze logs and telemetry from internal tools to identify root causes
- Collaborate with internal teams and join customer calls to replicate, debug, or explain technical issues
- Coordinate with engineering and product teams to escalate bugs, edge cases, or unresolved incidents
- Contribute to internal documentation (SOPs, troubleshooting guides, knowledge bases)
- Ensure clarity and completeness in ticketing systems (e.g., Jira) with root cause and resolution notes
Required Skills & Qualifications
- Basic understanding of networking protocols and concepts (e.g., VPN, NAT, IPsec, DNS)
- Familiarity with REST APIs and tools like Postman, Swagger, or cURL
- Ability to read, interpret, and analyze logs from systems or applications
- Clear written and verbal communication skills, especially in technical troubleshooting
- Confidence in leading or participating in live troubleshooting calls with customers or internal teams
Preferred / Nice to Have Skills
- Previous experience in a Tier 2 technical support, NOC, or systems operations role
- Familiarity with support and collaboration platforms like Jira, HubSpot, and Slack
- Experience in hospitality tech, POS systems, or mobile applications support