Level 2 Support Representative
Core
Resolve complex, escalated customer issues and act as a subject matter expert on platform tools and workflows.
Role type
Level 2 Technical Support Representative
Builds
Customer trust and resolution for escalated SaaS platform issues
Domain
SaaS / Customer Support
Deliverable
client delivery
Required skills
Technical troubleshooting, Zendesk proficiency, log/metrics interpretation, cross-functional collaboration, documentation creation, ticket trend analysis
Preferred skills
PropTech experience, Jira/Notion/Gainsight familiarity, support automation experience, BPO/distributed team experience, API/backend debugging concepts
Technologies
Zendesk, Zendesk Explore, G-Suite, Slack, Jira, Notion, Gainsight
Responsibilities
Host live troubleshooting calls, resolve escalated tickets via phone/email/Zendesk, troubleshoot integrations and permissions, use diagnostic tools to reproduce issues, collaborate with L3/Product/Engineering, maintain internal documentation, analyze ticket trends, participate in QA and process improvements
Seniority
Mid-level, hands-on IC
