You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Shared by 
about 2 months ago
Requirements and responsibilities
Position DescriptionThe Tier 2 Technical Support Specialist serves as the primary escalation point for complex or high priority technical issues, ensuring timely, high quality resolutions for customers and internal teams. This role requires a customer focused mindset, strong initiative, and advanced troubleshooting expertise across products, integrations, and technical environments. Senior Technicians work collaboratively across departments in a fast paced environment, contribute to continuous process improvement, and play a key role in mentoring and developing Tier 1 team members. A commitment to quality, attention to detail, and a team oriented approach are essential to success.ResponsibilitiesServe as the primary escalation point for complex or high priority customer issues, independently prioritizing, troubleshooting, and resolving cases while maintaining complete and accurate documentation in the ticketing system.Collaborate with Product, Engineering, and Tier 3 teams to investigate and resolve advanced issues, identify defects, and ensure timely and transparent internal communication of technical concerns.Provide expert guidance to clients, Tier 1 Support Specialists, SMEs, and partners—promoting a culture that under promises, overdelivers, and consistently protects the customer experience.Determine optimal solutions and walk customers through resolution steps, addressing end user concerns professionally and ensuring a customer centric experience.Mentor, coach, and train Tier 1 team members on troubleshooting methods, processes, new releases, and support best practices; contribute to onboarding and skill development.Provide backup support to Tier 1 during high volume periods to maintain team-wide service level consistency.Create and maintain knowledge base articles and internal documentation to support customer self-service and improve internal knowledge sharing.Identify broken or inefficient processes and recommend practical solutions to leadership, contributing to continuous improvement across the support organization.Knowledge, Experience, Requirements2+ years in technical support or a customer-facing technical role.Strong troubleshooting and analytical skills across software applications and related technologies.Familiarity with Novara software (or ability to quickly develop deep product knowledge).Strong familiarity with SSO, SFTP, and API functionality, including configuration, integration concepts, and troubleshooting.Ability to independently diagnose and resolve complex issues with minimal guidance.Excellent written and verbal communication skills.Strong organizational skills with the ability to manage multiple high priority tasks simultaneously.Preferred QualificationsExperience developing SOPs, knowledge base content, or other documentation.Prior mentorship, training, or peer-coaching experience.Success CriteriaHigh customer satisfaction (CSAT) driven by clear communication, empathy, technical accuracy, and strong ownership of escalated issues.Exceptional First Response Time (FRT) reflecting urgency, accountability, and customer-centric decision-making.Efficient resolution of complex cases, minimizing time-to-resolution through expert troubleshooting, high-quality documentation, and effective cross-team collaboration.Consistent customer centric decision-making and process improvement, contributing to better user experiences, reduced escalations, and stronger team-wide performance.CompensationAnnual Base Salary Range of 60-65kAnnual Bonus Opportunity of 7.5%What we offerMedical, Dental, and VisionFlexible Spending AccountsPTOPaid and Floating Holidays401k with Company match and immediate vestingCompany-funded Life InsuranceEmployee Assistance ProgramsNo-cost Mental Health BenefitsAbout NovaraNovara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)