Technical Support Specilaist L2

As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. Your work directly supports customer satisfaction, retention, and long-term relationship strength.

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  Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders

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  Support in the development and documentation of processes and best practices to provide support for customers and product end users

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  Demonstrated ability to effectively explain technical issues to non-technical audiences

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  Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require

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  Mentor and support level 1 and level 2 technical support specialists

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  Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings

• Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.

• Proficient in the use of Microsoft Office Suite

• Desire to assist with and improve trouble-shooting documentation

• Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)

• Proficiency using developer tools, Postman and writing SQL queries is required

• Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers

• Superb problem-solving skills working on mission critical Software as a Service

• Excellent verbal and written communication and presentation skills

• Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)

• Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment

• Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus

• Empathy in your approach to work, and passion for delivering excellent customer experiences

• Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers

• Must be able to work independently while being a proactive team member

• Experience partnering across global teams and/or working in a distributed remote environment is a plus

• Fully remote role within the United States

• Travel once a year for company offsite

• Operates in a fast-paced, growth-oriented, PE-backed SaaS environment

• Ability to manage multiple cases and shifting priorities

• Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment