Tier 2 Technical Support Specialist

KPA

. Serve 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.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

Serve 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.

Requirements

What you’ll need

2+ 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.

Benefits

Comp & perks

Medical
Dental
Vision
Flexible Spending Accounts
PTO
Paid and Floating Holidays
401k with Company match and immediate vesting
Company-funded Life Insurance
Employee Assistance Programs
No-cost Mental Health Benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinganalytical skillsSSOSFTPAPI functionalityconfigurationintegration conceptsNovara software

Soft Skills

communication skillsorganizational skillsmentoringcoachingcustomer centric experienceproblem solving