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As a Tier 2 Senior Technical Support Specialist, you are a technical expert on Conversica's customer support team. You have top-tier diagnostic and troubleshooting skills and a passion for providing best-in-class support and practical solutions for the trickiest tickets. You are proactive, curious, detail-oriented, and a creative problem-solver. You have a lot of knowledge and share it freely and easily - being an SME motivates you. You value teamwork and you are energized about working cross-functionally with other teams to solve problems and achieve great outcomes. If you are passionate about technology and want to impact an evolving support team, this organization is right for you.
This is a U.S. based role designed for candidates in the Pacific or Mountain time zones to support full-day technical coverage.
Responsibilities
- Troubleshoot and diagnose non-standard and complex technical issues using internal tools, SQL queries, and external resources.
- Engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a next-level support experience.
- Serve as the primary escalation point for Tier 1, handling escalated tickets with professionalism and empathy.
- Triage and escalate bug and problem tickets to Product and Engineering, including reproducing issues, documenting root causes, and recommending potential fixes.
- Proactively communicate escalations, outages, and their business impact to leadership and affected stakeholders.
- Partner with Product, Engineering, and Customer Success teams on high-priority tickets and systemic product improvements.
- Cultivate a deep knowledge of Conversica’s software and mentor Tier 1 support staff, sharing knowledge and coaching on advanced troubleshooting.
- Analyze ticket trends, conduct root cause analysis, and propose long-term solutions to prevent repeat issues.
- Document ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
- Write and contribute content to the knowledge base, including advanced troubleshooting guides and escalation playbooks.
- Assist customers with navigation and troubleshooting as needed, but primarily focus on resolving complex and escalated issues.
- Apply account optimizations and customizations submitted internally by the Customer Success team.
Qualifications
- 3+ years experience in a SaaS technical support role required.
- Proven technical aptitude with ability to troubleshoot and resolve complex issues independently.
- Knowledge of sales and marketing tech stacks, including marketing automation platforms, CRMs, and integrations.
- Strong understanding of logic functions and ability to create formulas.
- Proficient in SQL with ability to write, test, and troubleshoot queries.
- Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow.
- Strong problem-solving, critical thinking, and time-management skills.
- Excellent written and verbal communicator; able to deliver clear, empathetic, and professional customer interactions.
- Experience mentoring or training Tier 1 support staff preferred.
- Self-motivated and able to work independently or cross-functionally in fast-paced environments.
- High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.
- Availability to work Pacific or Mountain time zone hours.
Our compensation reflects the cost of labor across several US geographic markets. This is a full-time, hourly non-exempt position. The hourly rate ranges from $28.00 - $31.00 Pay is based on a number of factors, including market location and job-related knowledge, skills, and experience.
Conversica offers comprehensive health, dental, and vision benefits, PTO, holiday pay, 401k, and equity.
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