Technical Support Specialist - Tier II

CallRail is looking for a Technical Support Specialist (Tier II) to join our team. Tier II specialists act as our senior technical detectives—taking point on complex integrations, data attribution discrepancies, and advanced product workflows. You will bridge the gap between front-line support and core engineering, taking ownership of tricky technical issues to resolution while helping uplift our Tier I team.

• →Technical Escalations: Own end-to-end investigation for escalated tickets involving telephony (call routing), web script behavior (DNI), webhooks, API requests, and third-party integrations (e.g., Google Ads, GA4, Salesforce, HubSpot).
• →Root-Cause Investigation: Use browser developer tools, server logs, API testing tools (like Postman), and database queries to isolate whether an issue stems from CallRail, a client's site code, or a third-party endpoint.
• →High-Quality Handoffs: When identifying problem tickets or escalating issues to internal partners, thoroughly document identified failure points, reproducible test steps, payload logs, and diagnostic findings to ensure proper prioritization and solutioning for customers.
• →Knowledge Sharing: Turn freshly solved complex cases into actionable notes to reduce repeat escalations.
• →Technical Consultation: Assist customers via all channels and scheduled screen-share calls to guide them through complex setups or tricky technical troubleshooting.
• →Stakeholder Communication: Provide calm, objective, and timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, managing expectations with clarity and tact.

• Troubleshooting Aptitude: Proven experience isolating root causes in complex software ecosystems where documentation may not have an immediate answer.
• Web Tech Familiarity: Practical understanding of web fundamentals—reading HTML/CSS, basic JavaScript behavior, inspecting web pages (DevTools Network/Console tabs), and understanding REST API structures (JSON payloads, status codes).
• MarTech & Attribution Knowledge: Familiarity with how digital marketing tracking works (UTM parameters, URL query strings, conversion tracking in Google Ads/GA4).
• Technical Communication: Ability to translate dense technical realities into simple explanations for customers, while understanding the technical logic of the product enough to communicate with developers.
• Resourcefulness & Critical Inference: Ability to independently test hypotheses in a sandbox environment using our product tools and online technical documentation before escalating.
• Interpersonal & Departmental Diplomacy: Ability to communicate professionally and constructively across technical and non-technical departments (from software engineers to executive leadership and sales reps).

 If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

Continuous adoption of AI technologies is essential to this role. You will be expected to leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks.

This position is based out of our Atlanta office. Through December 2026, employees are expected to work in the office on Tuesdays and Thursdays.
Beginning in January 2027, CallRail will transition to a 3.5-day hybrid work model. Employees will work in the office on Mondays, Tuesdays, and Thursdays, with Wednesdays alternating bi-weekly between remote and in-office. Fridays will remain remote.