Customer Technical Support, Tier II
Employment Information
Job Description
Customer Technical Support Tier II role at Gravyty handling troubleshooting and client support tasks. Innovating client engagement using AI-powered platforms for educational institutions and nonprofits.
Responsibilities:
- Perform in-depth troubleshooting, including DB analysis, monitoring alerts, and reading system logs to identify and solve complex support issues and escalations
- Set up SSL/IIS certificates and troubleshoot DNS issues as needed
- Aid with strategic platform / website builds, customizations, and configurations based on client requirements / requests
- Apply CSS /JavaScript upon request to sites via CMS and dashboard
- Read/edit HTML to meet client requests
- On-call shifts for out-of-hours during busy periods
- Assist with the creation and optimization of our external Knowledge Base, support documentation and best practices
- Reproduce and document product defects, work with Product and Engineering teams to understand and resolve complex issues
- Support the mission of the company by using our product to provide a high level of client service
- Maintain clear and concise communication for all cases in a timely and efficient manner
- Triage inbound support requests and resolve or escalate to the appropriate internal team
Requirements:
- 3+ years in customer/technical support or equivalent roles
- Experience working within a B2B SaaS organization
- Excellent verbal and written communication skills
- Excellent customer service and interpersonal skills
- Strong technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts
- Familiarity with AWS a plus
- Familiarity with Salesforce Service Cloud or similar CRM/ticketing system, a plus
- Ability to work autonomously in a high paced work environment
Benefits:
- Competitive benefits
- Employer-matched retirement plans
- Flexible time off
- Supportive environment where contributions make a difference
Related Jobs
Trainee Technical Support Representative – Contract, 3 months
Side
Trainee role in Technical Support managing customer inquiries via email and live chat. Handling both technical and non-technical queries for a global customer base.
Developer Support Engineer
Airtable
Senior Developer Support Engineer resolving complex API and integration issues at Airtable. Involves independent ownership of high-impact cases and collaboration with Product and Engineering.
Tier 3 Support Engineer, English Bilingual
Everience Romania
Support Engineer N3 managing incidents and overseeing tools for HELPLINE clients. Collaborating in a dynamic team and focusing on continuous improvement in technical support.
Senior Support Engineer, SAP ABAP, PI-GRC
Rimini Street
Senior Support Engineer providing remote support for SAP applications to global clients. Solving complex issues and delivering high-quality customer experiences in a virtual team environment.
Senior Support Engineer, SAP FI-CO
Rimini Street
Senior Support Engineer providing remote support for SAP FI-CO applications. Troubleshooting, researching and assisting clients with complex SAP module issues.
Senior Support Engineer, SAP HCM PY
Rimini Street
Sr. Support Engineer delivering remote support for SAP HCM applications. Requires extensive SAP HCM and global support experience.
Technical Support Specialist
Brightspeed
Technical Support Specialist at Brightspeed handling installation and service issues for telecommunications. Collaborating with technicians for efficient operations and maintaining service integrity.
IT Support Engineer
Fundraise Up
IT Support Engineer providing technical assistance to users by diagnosing and resolving hardware and software issues. Supporting a remote workforce in LATAM for a global fundraising platform.
Technical Support Specialist, Personnel/Payroll
JDREL
Technical Support Specialist assisting clients with the payroll system at JDREL. Providing support via phone, email, and remote access while ensuring solutions are effective.
Technical Support Engineer – Software
Samsara
Technical Support Engineer at Samsara providing IoT solutions and resolving customer technical issues. Collaborating with engineering teams to improve customer experience and product effectiveness.
Technical Support Engineer
Samsara
Technical Support Engineer providing world-class support for Samsara's IoT solutions. Collaborating with engineering to troubleshoot and resolve complex customer issues.
Level 1 Support Technician
DistantJob
Level 1 Support Technician assisting clients with IT support via phone, email, and web portal. Tackling technical issues while ensuring a friendly and efficient service experience.
Technical Support Specialist
Shopware
Technical Support Specialist assisting clients with e-commerce platform queries. Involves problem resolution, client support, and collaboration with various departments.
IT Support Engineer
Thinc Forward
IT Support Engineer providing Tier 2 support by troubleshooting desktops, servers, and applications for diverse client environments. Requires strong MSP experience and a proactive approach in technical support.
Senior Product Support Engineer
Akamai Technologies
Providing advanced product support for Akamai's security products including the Zero Trust platform. Focusing on application and network performance reliability for users.
Digital Support Engineer
Thermo Fisher Scientific
Digital Support Engineer responsible for IT solutions deployment and customer interactions from a remote location in Taiwan. Collaborating with support teams to ensure system reliability and performance.
Technical Support Representative – Virtual Desktop
Pearson VUE
Technical Support Representative providing Azure Virtual Desktop support to internal employees. Troubleshooting AVD-related issues and ensuring prompt resolution with excellent customer service.
Technical Support Specialist
LoadSpring Solutions
Technical Support Specialist solving technical challenges with software and hardware. Supporting clients' applications on LoadSpring's Cloud Platform and delivering exceptional customer experiences.
Tier 2 Technical Support Specialist – HSIA
Cloud5 Communications
Tier 2 Technical Support Specialist providing technical support and network troubleshooting for Cloud5 Communications. Liaising with clients and vendors while ensuring efficient service delivery.
Support Engineer I
Blue Alliance
Support Engineer I providing technical support for Path Forward IT primarily by phone and ticketing system. Documenting activities and ensuring service levels for tickets and calls.