Technical Support Specialist- Tier 2 Expert
3 weeks ago
We are seeking a highly skilled Technical Support Specialist to join our team at Eltropy. This is an exceptional opportunity to lead and collaborate with cross-functional teams to resolve complex technical issues, drive product enhancements, and champion fast fixes.
About the RoleThis role requires strong analytical skills, ability to multitask, and excellent communication skills. The ideal candidate will have prior experience working in Enterprise SaaS companies, supporting software running in Amazon AWS, and working with remote, global, and cross-functional teams.
Responsibilities- Lead troubleshooting and resolution of reported networking and integration issues with financial institutions' technology experts, IT networking and security experts, and system admins.
- Prioritize bugs affecting customers, contain them with workarounds, and champion fast fixes by Engineering.
- Mentor the Level 1 Support team as they triage, diagnose, and resolve support tickets.
- Create and update instructions, procedures, and customer-visible help articles in Confluence.
- Drive product enhancements that will accelerate and facilitate customer self-onboarding and self-support.
- Bachelor's degree in Computer Science or equivalent practical experience.
- Understanding of networking and cloud computing.
- Ability to work independently, anticipating and resolving problems.
- Strong project management skills and attention to detail.
- Adept at analyzing large sets of data to generate meaningful insights.
- Motivated towards working in a startup environment.
- Prior work experience of 5+ years in Enterprise SaaS companies in a support capacity.
The estimated salary range is based on industry standards and location. This figure is subject to negotiation and may vary based on individual qualifications and experience.
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