Job Overview

We are seeking a highly skilled and detail-oriented Tier 2 Support Representative to join our growing support team. This role is ideal for someone with experience handling escalated and technically complex customer issues, particularly those involving API workflows and backend processes. The ideal candidate will serve as a bridge between the frontline support team and engineering, ensuring timely and effective resolution of advanced support tickets.

Job Description

• Handle escalated support tickets from Tier 1 related to complex product, system, or
• integration issue
• Diagnose, troubleshoot, and resolve technical issues involving APIs, data integrations, and system workflows Collaborate with Tier 3 (Engineering, Product, and DevOps teams) to address bugs, product limitations, or deep technical issues
• Document solutions, create internal knowledge base articles, and contribute to improving support processes
• Analyze recurring issues and propose process or product improvements.
• Assist in onboarding and training Tier 1 reps on common escalation patterns and technical workflows
• Maintain clear communication with customers during the troubleshooting and resolution process
• Participate in weekly reviews of escalated cases and contribute to continuous improvement of the support pipeline

Job Specifications

• Bachelors Degree
• 2–4 years of experience in a Tier 2 or Technical Support role, preferably in a SaaS or technology-driven environment
• Proven experience managing customer escalations and resolving complex issues
• Strong understanding of APIs (REST, JSON, webhooks) and experience with API testing tools (e.g., Postman)
• Familiarity with backend systems, system logs, and general troubleshooting methodologies
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Ability to work independently while collaborating across cross-functional teams
• Basic understanding of scripting or coding (JavaScript, Python, or similar)
• Experience with CRM and support ticketing systems (e.g., Salesforce, Jira, Confluence)
• Exposure to tools like Git, SQL, or cloud platforms (AWS, GCP) is a plus
• Prior experience in support for platforms with integration or automation workflows