Technical Support Consultant I
Core
Resolve escalated incidents and service requests for complex product and application issues while guiding diverse audiences from end users to senior leaders.
Role type
Tier 2 Technical Support Consultant
Builds
Accruent's built environment unification solutions (real estate, physical and digital assets)
Domain
Industrial technology / Built environment / SaaS
Deliverable
client delivery
Required skills
Advanced troubleshooting, log analysis, API testing, root cause analysis, technical communication, incident management, cross-team collaboration
Preferred skills
Windows Server administration, IIS configuration, networking fundamentals, SQL Server troubleshooting, identity platforms (Auth0, Entra ID, Active Directory), SaaS/on-prem application support
Technologies
Postman, SAML, OAuth, Windows Server, IIS, Microsoft SQL Server, Auth0, Microsoft Entra ID, Active Directory
Responsibilities
Resolve escalated incidents and service requests through advanced troubleshooting; Analyze logs, configurations, APIs, and integrations to identify root causes; Reproduce issues in test environments to validate behavior; Translate technical findings into clear guidance for various audiences; Partner with Engineering and Product on defects and enhancements; Document investigations and resolutions; Identify recurring issues and recommend process improvements; Create technical content to strengthen Tier 1 support; Manage escalations with ownership through resolution or handoff.
Seniority
Mid-level (3+ years experience)