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Technical Support Representative - Tier 2

7 hours, 35 minutes ago
India
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
JIRA OAuth
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Description

  • Manage and prioritize enterprise support tickets while meeting response and resolution expectations.
  • Investigate and resolve complex web, mobile, account access, integration, authentication, reporting, and configuration issues.
  • Administer customer platform access and Admin Dashboards, including adding, updating, and removing dashboards.
  • Troubleshoot SSO and login failures, analyze authentication logs, and diagnose Google Workspace, Microsoft 365, and Microsoft Teams integrations.
  • Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues, including review of TokBox session data.
  • Partner with Support Engineering, Engineering, Product, and IT to investigate defects and complex customer issues.
  • Route escalations by product area, impact, and severity; immediately escalate outages and communicate status through restoration.
  • Create detailed Jira bug reports, follow engineering escalations through resolution, and confirm outcomes with customers.
  • Configure customer workshops and manage changes to scheduled workshops.
  • Identify recurring issues, share customer feedback and technical insights, and participate in support trend and release-readiness reviews.

Requirements

  • 3+ years of technical support or similar customer-facing technical experience, preferably in B2B SaaS.
  • Experience supporting enterprise customers and resolving complex technical issues.
  • Experience with customer administration, access management, and user provisioning.
  • Working knowledge of SAML 2.0, OAuth, and OpenID Connect (OIDC).
  • Experience reviewing authentication or SSO logs and diagnosing sign-in and access failures.
  • Experience troubleshooting Google Workspace and Microsoft 365 administrative consoles and integrations.
  • Knowledge of web and mobile application troubleshooting, including login, account access, performance, and video/audio connectivity issues.
  • Understanding of Wi-Fi, VPNs, firewalls, bandwidth, and network connectivity.
  • Experience documenting reproducible issues and creating actionable Jira tickets with logs, screenshots, and environment details.
  • Hands-on experience with Slack, Zendesk, and Jira; ability to manage support queues against SLAs and work rotational shifts.

Benefits

  • Direct experience supporting enterprise customers and solving complex technical challenges.
  • Exposure to SaaS, authentication, integration, networking, and real-time communication technologies.
  • Hands-on use of Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, Microsoft Teams, and Vonage Video API.
  • Close collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.
  • Opportunities to provide customer insights that inform product and process improvements.
  • Regular release enablement and continuous learning opportunities.
  • Opportunities to deepen expertise in enterprise support, incident management, troubleshooting, and engineering escalations.
  • Collaborative environment with ownership of customer-impacting technical issues.

Interested in this position?

Apply directly on the company website

Apply Now

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