Tier 2 Technical Support Specialist
Core
Escalate and resolve complex technical issues for enterprise customers in networking, hardware, and media technology environments while optimizing support operations with AI tools.
Role type
Senior Tier 2 Technical Support Specialist (Escalation & Operations)
Builds
Scalable support workflows, AI-enabled triage systems, and durable technical solutions for media technology platforms.
Domain
SaaS, IoT, AV, and media technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Advanced networking (TCP/IP, VLANs, firewall config), hardware troubleshooting, root-cause analysis, Zendesk administration, structured problem solving, enterprise account management, AI tooling exposure
Preferred skills
Audio engineering knowledge, network rack installation experience
Technologies
Zendesk, AI Co-Pilot, automation workflows
Responsibilities
Diagnose and resolve escalated Tier 2 cases in complex environments; partner with Product/Engineering to close the loop on recurring issues; optimize support workflows and AI tooling; build internal knowledge bases and coach Tier 1 agents; analyze data to drive product and operational improvements.
Seniority
Mid-Senior, hands-on IC with escalation ownership