Technical Support Representative - Tier 2

We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time.

In this role, you will:
- Manage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations.
- Investigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.
- Add, update, and remove Admin Dashboards and manage customer platform access.
- Diagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues.
- Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.
- Analyze authentication and SSO logs to identify the root cause of access failures.
- Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues.
- Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues.

- Review TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required.
- Partner with Support Engineering and Engineering teams to investigate complex customer issues and technical defects.
- Route technical escalations to the appropriate engineering squad based on product area, impact, and severity.
- Create detailed Jira tickets for bugs, including reproduction steps, expected versus actual behavior, relevant logs or screenshots, environment details, and customer impact.
- Follow up on engineering escalations until the issue is resolved and the resolution is confirmed with the customer.
- Immediately escalate critical platform-down or outage incidents and keep relevant stakeholders informed until service is restored.
- Collaborate with Engineering to investigate assessment defects and validate fixes.

- Create and configure customer workshops and manage changes to scheduled workshops.
- Gather customer product feedback and share actionable insights with Product and Engineering teams.
- Identify recurring technical issues and trends and escalate them for further investigation.
- Participate in monthly Support Engineering syncs to review open issues, trends, and process improvements.
- Attend biweekly CESO Tier 1 Release Enablement sessions to stay current on product releases and help prepare the support team for upcoming changes.

- 3+ years of experience in technical support or a similar customer-facing technical role, preferably within a B2B SaaS environment.
- Experience supporting enterprise customers and managing complex technical issues through resolution.
- Hands-on experience with customer administration, access management, and user provisioning.
- Working knowledge of identity and authentication technologies, including SAML 2.0, OAuth, and OpenID Connect (OIDC) .
- Experience reviewing authentication or SSO logs and diagnosing access and sign-in failures.
- Experience troubleshooting Google Workspace and Microsoft 365 , including administrative consoles and integrations.
- Good technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues.

- Understanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.
- Ability to systematically reproduce technical issues and document reproduction steps, screenshots, logs, browser/device information, and other relevant evidence.
- Experience escalating issues to Engineering and creating clear, actionable Jira tickets.
- Hands-on experience with Slack, Zendesk, and Jira , including raising and tracking issues with cross-functional teams.
- Experience managing and prioritizing support queues against SLAs.
- Strong logical, analytical, critical-thinking, and problem-solving skills.
- Excellent attention to detail and ability to analyze technical information and data.
- Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical audiences.

- Strong ownership and follow-through, with the ability to drive issues through to resolution.
- Ability to identify recurring issue patterns and determine when escalation is required.
- Ability to multitask, prioritize, and manage time effectively.
- Strong stakeholder management, interpersonal, collaboration, and teamwork skills.
- Strong focus on quality, consistency, and adherence to defined customer and support guidelines.
- Flexible and adaptable approach in a continuously evolving environment.
- Willingness and flexibility to work rotational shifts .

- Opportunity to work directly with enterprise customers and solve complex technical challenges.
- Exposure to SaaS technologies, authentication systems, integrations, networking, and real-time communication platforms.
- Hands-on experience working with tools and technologies including Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, SAML, OAuth, OIDC, Microsoft Teams, and Vonage Video API.
- Close collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.
- Opportunity to contribute customer insights and technical feedback that influence product and process improvements.
- Regular exposure to product releases and technical enablement sessions, supporting continuous learning and development.
- Opportunity to develop deeper expertise in enterprise technical support, troubleshooting, incident management, and engineering escalation. - Collaborative and dynamic working environment with opportunities to take ownership of customer-impacting technical issues.