Tier 2 Customer Support Specialist

Tier 2 Customer Support Specialist

The Technical Support team serves as a critical component of the customer experience by providing technical expertise, troubleshooting assistance, and issue resolution that enables customers to maximize the value of the Thought Industries platform.

As the second tier of support, the team is responsible for resolving complex customer issues, investigating platform behavior, identifying root causes, and partnering closely with Product, Engineering, QA, and Customer Experience teams to improve product quality and customer outcomes. The team also plays a key role in reducing recurring issues, improving self-service resources, and scaling technical knowledge across the organization.

The Customer Support Specialist II is responsible for resolving complex technical issues escalated from Tier 1 Support while providing exceptional customer service and technical expertise throughout the support lifecycle.

This role serves as a technical escalation point for customers and internal teams, requiring advanced troubleshooting skills, strong analytical capabilities, and a deep understanding of the Thought Industries platform. The Customer Support Specialist II takes ownership of customer-reported issues through resolution, collaborates cross-functionally to address product-related challenges, and contributes to continuous improvements in support operations, documentation, and customer experience.

The ideal candidate combines strong technical aptitude, customer advocacy, problem-solving expertise, and mentorship capabilities to deliver high-quality customer outcomes while helping elevate the effectiveness of the broader support organization.

Key responsibilities include:

• Advanced technical support and issue resolution
• Incident and escalation management
• Technical investigation and root cause analysis
• Customer advocacy and product improvement
• Knowledge management and support deflection
• Training, mentorship, and team development
• Cross-functional collaboration

Qualifications include:

• 1-3 years of experience in technical support or a related field
• Familiarity with SSO configuration and API troubleshooting
• Strong communication skills and the ability to effectively communicate technical information to non-technical customers
• Strong problem-solving and analytical skills
• Ability to work independently and in a team environment
• Strong time-management and prioritization skills
• Must be comfortable working remotely

Additional information:

All your information will be kept confidential according to EEO guidelines.

The annual salary for this role is $55,000-$65,000 with annual bonus eligibility of 2%.

Thought Industries does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Employment decisions at Thought Industries are based on merit, qualifications, and abilities.