Respond to advanced “how-to” technical and application configuration inquiries
Troubleshoot and resolve complex Tier 2 technical issues across the Total Expert platform and integrated systems
Triage and investigate defects within the Total Expert platform and third-party integrations
Execute database queries to analyze system behavior and identify root causes of reported issues
Partner cross-functionally with Implementation, Product, Engineering, and Customer Success to ensure strong customer outcomes
Proactively manage customer expectations to deliver a high-quality support experience
Develop and maintain knowledge base documentation to strengthen Tier 2 troubleshooting capabilities

Requirements

Ability to maintain a strong feedback loop with clients regarding tickets, escalations, and ongoing technical requests
Self-motivated, fast learner who thrives in a fast-paced SaaS support environment
Strong personal commitment to delivering high-quality technical support and resolution
Proficiency in SQL for data investigation, validation, and root cause analysis
Experience analyzing application logs and monitoring tools (e.g., Datadog) to diagnose system behavior and identify defects
Experience testing and validating REST APIs using tools such as Postman, including reviewing JSON payloads and response codes
Strong understanding of API-driven architectures and third-party integrations
Ability to trace issues across database records, logs, and API interactions to determine root cause
Experience triaging defects and collaborating effectively with Engineering
Excellent written and verbal communication skills, with the ability to translate technical findings into clear, actionable insights
Ability to synthesize customer feedback and system behavior into meaningful documentation or product improvement recommendations

Benefits

Medical
Dental
Vision
HSA (Health Savings Account)
FSA (Flexible Spending Accounts)
Company paid Life Insurance
Short-Term Disability
Long-Term Disability
Flexible Time-Off (FTO)
Paid Parental Leave
401(k) with employer match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLREST APIsapplication configurationdatabase queriesAPI-driven architecturesapplication logs analysisdefect triagingJSON payloadsresponse codessystem behavior diagnosis

Soft Skills

self-motivatedfast learnerhigh-quality technical supportcustomer expectation managementeffective collaborationexcellent communicationfeedback synthesisdocumentation developmentproblem-solvingcustomer outcome focus