Technical Support Representative - Tier 2

We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time.

In this role, you will:

• Manage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations.
• Investigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.
• Add, update, and remove Admin Dashboards and manage customer platform access.
• Diagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues.
• Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.
• Analyze authentication and SSO logs to identify the root cause of access failures.
• Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues.
• Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues.
• Review TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required.
• Partner with Support Engineering and Engineering teams to investigate complex customer issues and technical defects.
• Route technical escalations to the appropriate engineering squad based on product area, impact, and severity.
• Create detailed Jira tickets for bugs, including reproduction steps, expected versus actual behavior, relevant logs or screenshots, environment details, and customer impact.
• Follow up on engineering escalations until the issue is resolved and the resolution is confirmed with the customer.
• Immediately escalate critical platform-down or outage incidents and keep relevant stakeholders informed until service is restored.
• Collaborate with Engineering to investigate assessment defects and validate fixes.
• Create and configure customer workshops and manage changes to scheduled workshops.
• Gather customer product feedback and share actionable insights with Product and Engineering teams.
• Identify recurring technical issues and trends and escalate them for further investigation.
• Participate in monthly Support Engineering syncs to review open issues, trends, and process improvements.
• Attend biweekly CESO Tier 1 Release Enablement sessions to stay current on product releases and help prepare the support team for upcoming changes.

• 3+ years of experience in technical support or a similar customer-facing technical role, preferably within a B2B SaaS environment.
• Experience supporting enterprise customers and managing complex technical issues through resolution.
• Hands-on experience with customer administration, access management, and user provisioning.
• Working knowledge of identity and authentication technologies, including SAML 2.0, OAuth, and OpenID Connect (OIDC).
• Experience reviewing authentication or SSO logs and diagnosing access and sign-in failures.
• Experience troubleshooting Google Workspace and Microsoft 365, including administrative consoles and integrations.
• Good technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues.
• Understanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.
• Ability to systematically reproduce technical issues and document reproduction steps, screenshots, logs, browser/device information, and other relevant evidence.
• Experience escalating issues to Engineering and creating clear, actionable Jira tickets.
• Hands-on experience with Slack, Zendesk, and Jira, including raising and tracking issues with cross-functional teams.
• Experience managing and prioritizing support queues against SLAs.
• Strong logical, analytical, critical-thinking, and problem-solving skills.
• Excellent attention to detail and ability to analyze technical information and data.
• Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical audiences.
• Strong ownership and follow-through, with the ability to drive issues through to resolution.
• Ability to identify recurring issue patterns and determine when escalation is required.
• Ability to multitask, prioritize, and manage time effectively.
• Strong stakeholder management, interpersonal, collaboration, and teamwork skills.
• Strong focus on quality, consistency, and adherence to defined customer and support guidelines.
• Flexible and adaptable approach in a continuously evolving environment.
• Willingness and flexibility to work rotational shifts.