Technical Support Specialist, L2

This opportunity is for a Technical Support Specialist responsible for delivering advanced technical assistance and serving as a key escalation resource for customer support operations. This role focuses on troubleshooting complex issues across web-based applications, APIs, and database-driven systems while ensuring accurate, timely resolutions and a high-quality customer experience.

The Technical Support Specialist collaborates closely with Support, Engineering, Customer, and Implementation teams to improve issue resolution processes, support product functionality, and strengthen long-term customer relationships. This role is ideal for someone who thrives in a fast-paced SaaS environment and enjoys solving technical problems while supporting both internal teams and end users.

Employment Type: Full-Time

Compensation: $60,000–$85,000 annually plus bonus eligibility

Flexible scheduling with core collaboration hours from 10:00 AM to 3:00 PM ET.

• Troubleshoot and diagnose complex technical issues affecting software applications, APIs, and integrated systems.
• Identify root causes and clearly communicate issue details to customers and internal stakeholders.
• Manage support requests across multiple channels including email, phone, chat, and ticketing systems.
• Handle multiple support cases and projects simultaneously while maintaining strong attention to detail.
• Provide timely updates and in-depth technical solutions throughout the issue resolution process.
• Support the development and maintenance of troubleshooting procedures, technical documentation, and best practices.
• Translate technical concepts into clear explanations for non-technical users.
• Assist with system training initiatives for customers and internal teams.
• Mentor and support junior technical support team members.
• Collaborate with Engineering and Product teams to elevate software bugs and improve overall product performance.
• Contribute to feature requests, process improvements, and internal knowledge resources.
• Support implementation efforts and assist in resolving technical roadblocks impacting customers.

• At least 5 years of related experience or equivalent combination of education and technical work experience.
• Experience supporting mission-critical SaaS platforms and internet-based applications.
• Strong troubleshooting and analytical problem-solving skills.
• Experience using case management and ticketing systems such as Salesforce, Service Now, Zendesk, or similar tools.
• Proficiency using developer tools and Postman.
• Ability to write and troubleshoot SQL queries.
• Experience with programming languages such as Python, C++, HTML, or CSS is a strong plus.
• Experience with Azure Dev Ops, Jira, or comparable platforms preferred.
• Excellent written, verbal, and presentation communication skills.
• Ability to explain technical information clearly to non-technical audiences.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience in healthcare IT, EHR systems, medical software, clinical technology, biotech, or related environments is a plus.
• Ability to work independently while collaborating effectively with distributed remote teams.
• Strong focus on customer experience and knowledge sharing.

• Apply advanced technical knowledge and professional judgment to resolve complex support issues.
• Evaluate problems independently and develop effective solutions using analytical thinking.
• Adapt communication style based on technical and non-technical audiences.
• Build strong working relationships across internal departments and customer teams.
• Operate effectively in a fast-paced and rapidly evolving remote environment.
• Fully remote role within the United States.
• One annual company offsite requiring occasional travel.
• Flexible scheduling with core collaboration hours from 10:00 AM to 3:00 PM ET.
• Ability to manage shifting priorities and multiple technical support requests.
• Competitive compensation with bonus opportunities.
• Remote-first work environment.
• Home office stipend and monthly Wi-Fi reimbursement.
• Flexible paid time off and paid company holidays.
• Paid parental leave and paid sick leave.
• Comprehensive medical, dental, and vision coverage.
• HSA/FSA contribution options.
• 401(k) with company matching.
• Annual company-wide offsite event.