Technical Support Specialist – Tier II

CallRail

Technical Support Specialist resolving complex integrations and data attribution discrepancies at CallRail. Technical consultations and stakeholder communication during high-priority incidents as part of the customer experience team.

Posted 7/24/2026full-timeAtlanta • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex software ecosystems, utilizing web technologies and API structures to isolate issues. Excels in technical communication, translating intricate technical details into clear explanations for diverse audiences while maintaining effective stakeholder communication.

Highest-signal resume keywords

Troubleshooting AptitudeWeb Tech FamiliarityMarTech & Attribution KnowledgeTechnical CommunicationResourcefulness & Critical Inference

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root-Cause InvestigationAPI TestingHTML/CSS ReadingJavaScript BehaviorREST API UnderstandingDatabase QueriesTechnical DocumentationProblem-SolvingPayload Logs AnalysisConversion Tracking

Soft Skills

Interpersonal DiplomacyDepartmental CommunicationProfessionalismClarity in CommunicationResourcefulness

Tools & Technologies

Browser Developer ToolsPostmanGoogle AdsGA4CallRailDNIWebhooksSalesforceHubSpot

Industry Keywords

Digital Marketing TrackingUTM ParametersURL Query StringsTechnical EscalationsThird-Party Integrations

About the role

Key responsibilities & impact

Technical Escalations: Own end-to-end investigation for escalated tickets involving telephony (call routing), web script behavior (DNI), webhooks, API requests, and third-party integrations (e.g., Google Ads, GA4, Salesforce, HubSpot).
Root-Cause Investigation: Use browser developer tools, server logs, API testing tools (like Postman), and database queries to isolate whether an issue stems from CallRail, a client's site code, or a third-party endpoint.
High-Quality Handoffs: When identifying problem tickets or escalating issues to internal partners, thoroughly document identified failure points, reproducible test steps, payload logs, and diagnostic findings to ensure proper prioritization and solutioning for customers.
Knowledge Sharing: Turn freshly solved complex cases into actionable notes to reduce repeat escalations.
Technical Consultation: Assist customers via all channels and scheduled screen-share calls to guide them through complex setups or tricky technical troubleshooting.
Stakeholder Communication: Provide calm, objective, and timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, managing expectations with clarity and tact.

Requirements

What you’ll need

Troubleshooting Aptitude: Proven experience isolating root causes in complex software ecosystems where documentation may not have an immediate answer.
Web Tech Familiarity: Practical understanding of web fundamentals—reading HTML/CSS, basic JavaScript behavior, inspecting web pages (DevTools Network/Console tabs), and understanding REST API structures (JSON payloads, status codes).
MarTech & Attribution Knowledge: Familiarity with how digital marketing tracking works (UTM parameters, URL query strings, conversion tracking in Google Ads/GA4).
Technical Communication: Ability to translate dense technical realities into simple explanations for customers, while understanding the technical logic of the product enough to communicate with developers.
Resourcefulness & Critical Inference: Ability to independently test hypotheses in a sandbox environment using our product tools and online technical documentation before escalating.
Interpersonal & Departmental Diplomacy: Ability to communicate professionally and constructively across technical and non-technical departments (from software engineers to executive leadership and sales reps).

Benefits

Comp & perks

Healthcare (one option covered at 100% for employees)
Dental & Vision Coverage
Competitive HSA with company matching
Paid parental leave
Flexible vacation policy
401K options with company dollar-for-dollar match
Employee stock options available from day one
$2,000 annual educational allowance
Catered lunch every Tuesday * an in-office perk
MARTA transportation or office parking expenses covered
Employee charitable donation company match, up to $500 annually
Regular company outings and events
Hybrid work options with $500 office stipend to set up your home office
Designated bike storage