WiredPeople, Inc.

Product Support Specialist – Tier 1, Tier 2

WiredPeople, Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

Tech Stack

AzureCloudServiceNowSwift

About the role

  • Serve as the primary technical contact for customers, providing expert Tier 1 and Tier 2 support to resolve their challenges.
  • Triage, prioritize, and resolve incidents using ServiceNow, ensuring you meet and exceed service level agreements (SLAs).
  • Troubleshoot a wide range of issues across the application, from configuration and integrations to data and performance problems.
  • Escalate complex issues directly to the Engineering team using Azure DevOps. You’ll provide clear documentation, logs, and reproduction steps to ensure a swift resolution.
  • Help troubleshoot our SaaS applications running in Microsoft Azure by checking system status and reviewing logs to pinpoint issues.
  • Participate in major incident response, contribute to root cause analysis, manage change requests, and help build out our technical knowledge base in ServiceNow.
  • Keep customers informed and confident with clear, professional communication regarding issue status, resolutions, and expectations.

Requirements

  • 1-4 years of experience in a Technical Support, Helpdesk, or SaaS Application Support role.
  • Strong hands-on experience with a modern service desk tool like ServiceNow.
  • Experience supporting cloud-hosted SaaS applications (experience with Microsoft Azure is a major plus).
  • A proven ability to troubleshoot and analyze complex technical problems.
  • A basic understanding of how web-based applications communicate (HTTP/S, REST APIs, JSON).
  • Excellent written and verbal communication skills—you can make complex topics simple.
Benefits
  • Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
  • Complies with applicable state and local laws governing nondiscrimination in employment.

Applicant Tracking System Keywords

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

Hard skills
technical supporttroubleshootingincident managementroot cause analysischange managementSaaS application supportHTTP/SREST APIsJSON
Soft skills
communicationproblem-solvingcustomer servicedocumentation