Level 2 Support Specialist

We are Spindle, a Division of Dober, nice to meet you! Creativity, development, and innovation are the heartbeat of Dober. We are looking for a technically sharp and proactive Level 2 Support Specialist to join our growing team. This role goes beyond basic triage; you'll own complex escalations, mentor junior support staff, and play a pivotal part in shaping our support operations.

The ideal candidate brings hands-on technical depth, strong communication skills, and leadership instincts that position them for future advancement within the organization.

• Serve as the primary escalation point for Level 1 support tickets, diagnosing and resolving complex hardware and software issues for Spindle products.
• Lead triage and prioritization of incoming technical support requests, ensuring SLA compliance and appropriate resolution routing.
• Evaluate, process, and provide expert guidance on Spindle hardware support orders.
• Deliver remote and on-site support for intermediate to advanced technical issues across hardware and software environments.
• Mentor and coach Level 1 Support Specialists, providing guidance on troubleshooting techniques, documentation standards, and customer communication.
• Own escalation workflows - identify patterns in recurring issues and collaborate with Engineering, IT, and Development teams to drive root-cause resolution.
• Maintain thorough documentation of all support interactions, including actions taken, solutions provided, and knowledge base contributions.
• Ensure all support tickets align with SLAs and consistently exceed customer expectations.
• Identify opportunities to improve support processes and contribute to team efficiency initiatives.
• Champion excellent customer service standards across the support team through example and guidance.

• Apply in-depth knowledge of Spindle infrastructure and connectivity concepts to independently resolve escalated issues.
• Diagnose and resolve intermediate-to-advanced electrical, hardware, and software issues across the Spindle product line.
• Partner with Engineering, IT, and Development teams to escalate unresolved issues and advocate for systemic fixes.
• Contribute to the creation and maintenance of internal technical documentation and customer-facing knowledge base articles.

• 2+ years of experience in a technical support, helpdesk, or field service role - ideally supporting hardware and/or software products.
• Demonstrated ability to independently diagnose and resolve intermediate technical issues.
• Working knowledge of electrical systems and components.
• Strong interpersonal and communication skills with the ability to build rapport across teams and with customers.
• Highly organized with solid analytical and problem-solving abilities; comfortable managing competing priorities.
• Proficient in Microsoft Office Suite and Microsoft Operating Systems.
• Experience with ticketing systems for issue tracking (Zendesk preferred).
• Proven track record of thorough documentation and knowledge sharing.

• Past supervisory, team lead, or escalation responsibilities.
• Experience mentoring or training junior team members.
• Bachelor's degree or equivalent combination of professional experience and certifications.
• Hands-on experience with electronics hardware and/or embedded software systems.
• Familiarity with connected hardware/IoT environments.

This role is designed with upward mobility in mind. High-performing Level 2 Specialists who demonstrate leadership initiative, technical mastery, and team impact will be well-positioned for advancement into senior support or team lead roles. We invest in the people who invest in us.

We offer a comprehensive benefits package that includes medical, dental, and vision coverage, short-term and long-term disability insurance, life insurance, paid time off (PTO), paid parental leave, volunteer time off, and a Calm app membership. Our expanding wellness program supports your overall health and work-life balance.