Tier 2 Customer Support Lead
DecisionPoint Corporation
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
CloudCyber Security
About the role
- Oversee daily Tier 2 support operations, ensuring consistent, high-quality user support across digital platforms
- Lead troubleshooting for escalated technical issues, including user access, system errors, permissions, and platform behavior
- Coordinate complex issue resolution with engineering, cloud, cybersecurity, and product teams
- Ensure timely and accurate responses to user issues, aligned with brand tone and service expectations
- Manage Tier 2 queues, prioritizing cases based on urgency, impact, and mission requirements
- Review and improve workflows, SOPs, and escalation procedures
- Train and mentor Tier 2 specialists, ensuring knowledge consistency and skills growth
- Perform root cause analysis and recommend system or workflow improvements
- Support incident response activities related to service outages or degraded performance
- Ensure documentation of troubleshooting steps, resolutions, and recurring issue trends
- Collaborate with analytics and reporting teams to track KPIs, SLAs, and customer satisfaction metrics
- Contribute to knowledge base updates, technical guides, and user support documentation
Requirements
- Bachelor’s degree in Communications, Information Technology, Digital Services, Customer Experience, or a related field
- Minimum 5 years of experience in customer support, technical support, service desk, or digital service operations
- Experience supporting Tier 2 or mid-level technical troubleshooting in an enterprise environment
- Experience coordinating with engineering teams on escalated technical issues
- Experience managing user communications and documentation with clarity and professionalism
- Strong understanding of ticketing systems, escalation workflows, and service desk best practices
- Experience troubleshooting access, permissions, platform errors, and user-facing system behavior
- Knowledge of digital platform functions, content systems, or cloud-hosted applications
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingroot cause analysisworkflow improvementincident responseticketing systemsescalation workflowsdigital platform functionscloud-hosted applicationsuser access managementsystem error resolution
Soft skills
user supportcommunicationmentoringcollaborationproblem-solvingprioritizationprofessionalismdocumentationtrainingcustomer satisfaction
Certifications
Bachelor’s degree in CommunicationsBachelor’s degree in Information TechnologyBachelor’s degree in Digital ServicesBachelor’s degree in Customer Experience