We are seeking a highly skilled and detail-oriented Tier 2 Support Representative to join our growing support team. This role is ideal for someone with experience handling escalated and technically complex customer issues, particularly those involving API workflows and backend processes. The ideal candidate will serve as a bridge between the frontline support team and engineering, ensuring timely and effective resolution of advanced support tickets.

● Handle escalated support tickets from Tier 1 related to complex product, system, or
integration issues.
● Diagnose, troubleshoot, and resolve technical issues involving APIs, data integrations,
and system workflows.
● Collaborate with Tier 3 (Engineering, Product, and DevOps teams) to address bugs,
product limitations, or deep technical issues.
● Document solutions, create internal knowledge base articles, and contribute to improving
support processes.
● Analyze recurring issues and propose process or product improvements.
● Assist in onboarding and training Tier 1 reps on common escalation patterns and
technical workflows.
● Maintain clear communication with customers during the troubleshooting and resolution
process.
● Participate in weekly reviews of escalated cases and contribute to continuous
improvement of the support pipeline.

● 2–4 years of experience in a Tier 2 or Technical Support role, preferably in a SaaS or
technology-driven environment.
● Proven experience managing customer escalations and resolving complex issues.
● Strong understanding of APIs (REST, JSON, webhooks) and experience with API testing
tools (e.g., Postman).
● Familiarity with backend systems, system logs, and general troubleshooting
methodologies.
● Excellent verbal and written communication skills.
● Strong analytical and problem-solving abilities.
● Ability to work independently while collaborating across cross-functional teams.