As a Customer Support Specialist II, you will provide high-quality, second-line technical support for escalated customer issues, troubleshoot complex technical problems, and advocate for customer needs with Product and Engineering. You'll play a key role in ensuring our customers receive timely, effective, and thoughtful support that aligns with our commitment to a top-tier experience.
Requirements
- 5+ years of Tier 2 technical support experience in a SaaS or enterprise software environment
- 3+ experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms
- 1+ experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS)
- Knowledge of AV and networking systems and troubleshooting
- Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML
- Strong analytical, diagnostic, and troubleshooting abilities
- Excellent communication skills with the ability to explain technical issues to non-technical audiences
- Experience in cross-functional collaboration with Product, Engineering, and QA teams
- Proven ability to prioritize and manage multiple issues in a fast-paced environment
- Strong technical documentation and writing skills
Benefits
- Company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- Employer paid extended health benefits, including health spending account (CAN based employees)
- Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings
- An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan
- Medical Flexible Spending Accounts available
- Dependent Care Flexible Spending Accounts available
- Basic life insurance in the amount of $50,000 or 1 X's your salary (whichever is higher)
- Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you
- 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5%
- Paid Time Off (PTO)/Holiday
