Technical Support Specialist

As a Technical Support Specialist, you’ll be a customer-facing member of our Tier 2 support team, handling product issues that require deeper troubleshooting or coordination beyond frontline support. You’ll use company's procedures and diagnostic tools to investigate issues, guide customers through next steps by phone, email, and SMS, and coordinate with service partners when a field visit is needed. When an issue requires Engineering input, you’ll gather the relevant findings and provide a clear escalation. You’ll remain responsible for customer communication and follow-up as the case moves toward resolution. **What you'll own:** - Troubleshoot known product issues with customers using company's procedures and diagnostic tools. - Ask effective diagnostic questions, document findings, and determine the appropriate next step. - Own assigned cases through resolution, including timely customer updates and follow-up. - Coordinate customers, service partners, and internal teams to arrange field visits and track outcomes. - Escalate complex issues to Engineering with a clear summary of symptoms, troubleshooting completed, and supporting information. - Maintain accurate case records in Zendesk, Jira, and other support systems. - Identify gaps or recurring issues and help improve troubleshooting procedures, support documentation, and tools. - Work closely with Customer Experience, Field, and Engineering as support processes evolve