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Tier 2 Technical Support Specialist

1 hour, 42 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Technical Writing and Documentation
SFTP
Apply Now
Novara Puntocom

Novara Puntocom

Novara Puntocom (www.novara.com) is a dynamic online news portal offering real-time updates on Novara and its province, covering a wide range of topics from sports to current affairs.

Internet Software & Services
1-10
View All Jobs 8

Description

  • Serve as the primary escalation point for complex or high-priority customer issues and resolve cases with complete, accurate ticket documentation.
  • Independently troubleshoot and resolve advanced issues across products, integrations, and technical environments.
  • Collaborate with Product, Engineering, and Tier 3 teams to investigate defects and communicate technical concerns clearly and promptly.
  • Provide expert guidance to customers, Tier 1 Support Specialists, SMEs, and partners while protecting the customer experience.
  • Walk customers through resolution steps and address end-user concerns professionally and with a customer-centric approach.
  • Mentor, coach, and train Tier 1 team members on troubleshooting methods, processes, new releases, and support best practices.
  • Support Tier 1 during high-volume periods to help maintain service-level consistency.
  • Create and maintain knowledge base articles and internal documentation to improve self-service and knowledge sharing.
  • Identify inefficient or broken processes and recommend improvements to support leadership.

Requirements

  • 2+ years of experience in technical support or a customer-facing technical role.
  • Strong troubleshooting and analytical skills across software applications and related technologies.
  • Familiarity with Novara software or the ability to quickly develop deep product knowledge.
  • Strong familiarity with SSO, SFTP, and API functionality, including configuration, integration concepts, and troubleshooting.
  • Ability to independently diagnose and resolve complex issues with minimal guidance.
  • Excellent written and verbal communication skills.
  • Strong organizational skills and the ability to manage multiple high-priority tasks simultaneously.
  • Experience developing SOPs, knowledge base content, or other documentation is preferred.
  • Prior mentorship, training, or peer-coaching experience is preferred.

Benefits

  • Annual base salary range of $60,000 to $65,000.
  • Annual bonus opportunity of 7.5%.
  • Medical, dental, and vision coverage.
  • Flexible Spending Accounts (FSA).
  • PTO plus paid and floating holidays.
  • 401(k) with company match and immediate vesting.
  • Company-funded life insurance.
  • Employee Assistance Program (EAP).
  • No-cost mental health benefits.

Interested in this position?

Apply directly on the company website

Apply Now

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