Tier 2 Technical Support Specialist

Job Description:

• Serve as the primary escalation point for complex or high priority customer issues, independently prioritizing, troubleshooting, and resolving cases while maintaining complete and accurate documentation in the ticketing system.
• Collaborate with Product, Engineering, and Tier 3 teams to investigate and resolve advanced issues, identify defects, and ensure timely and transparent internal communication of technical concerns.
• Provide expert guidance to clients, Tier 1 Support Specialists, SMEs, and partners—promoting a culture that under promises, overdelivers, and consistently protects the customer experience.
• Determine optimal solutions and walk customers through resolution steps, addressing end user concerns professionally and ensuring a customer centric experience.
• Mentor, coach, and train Tier 1 team members on troubleshooting methods, processes, new releases, and support best practices; contribute to onboarding and skill development.
• Provide backup support to Tier 1 during high volume periods to maintain team-wide service level consistency.
• Create and maintain knowledge base articles and internal documentation to support customer self-service and improve internal knowledge sharing.
• Identify broken or inefficient processes and recommend practical solutions to leadership, contributing to continuous improvement across the support organization.

Requirements:

• 2+ years in technical support or a customer-facing technical role.
• Strong troubleshooting and analytical skills across software applications and related technologies.
• Familiarity with Novara software (or ability to quickly develop deep product knowledge).
• Strong familiarity with SSO, SFTP, and API functionality, including configuration, integration concepts, and troubleshooting.
• Ability to independently diagnose and resolve complex issues with minimal guidance.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple high priority tasks simultaneously.

Benefits:

• Medical
• Dental
• Vision
• Flexible Spending Accounts
• PTO
• Paid and Floating Holidays
• 401k with Company match and immediate vesting
• Company-funded Life Insurance
• Employee Assistance Programs
• No-cost Mental Health Benefits

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