Tier 2 Support Engineer | REMOTE

Tier 2 Support Engineer

Remote, Full-time, Mon-Fri

Apply here: https://operationsarmy.com/application

We are looking for a highly technical, detail-oriented professional to join our Customer Support team as a Tier 2 Support Engineer. This role sits at the intersection of support, product, and engineering, owning advanced troubleshooting, root-cause analysis, and cross-functional issue resolution for our Unify platform and its integrations.

You will serve as a technical escalation point for Tier 1 support and post-sales teams, ensuring customer-impacting issues are triaged quickly, documented clearly, and routed appropriately.
You will also contribute to system reliability by identifying patterns, surfacing product gaps, and improving internal tooling, documentation, and workflows.

This is an ideal role for someone comfortable debugging across APIs, integrations, and data pipelines in a fast-moving SaaS environment.

What You'll Do

Own Tier-2 Escalations

• Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams
• Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related
• Provide clear interim updates and technical summaries for customer-facing teams

Debug Integrations and Data Flows

• Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions)
• Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations

• Partner with engineering to confirm expected vs. actual system behavior

Incident & Bug Management

• Create structured bug reports with reproducible steps, logs, and impact assessments
• Classify severity and coordinate with engineering on prioritization and resolution timelines

• Track issues through resolution and communicate status to stakeholders

Operational Tooling & Documentation

• Build and maintain advanced troubleshooting guides and internal runbooks

• Document known issues, workarounds, and diagnostic steps

• Improve internal knowledge base and escalation workflows

Product Feedback Loop

• Identify recurring failure points, friction, or reliability risks

• Translate ticket patterns into actionable product insights

• Partner with product and engineering on long-term fixes and preventative improvements

Process & Systems Improvement

• Optimize support workflows, tagging, and escalation paths

• Contribute to SLA adherence, response-time tracking, and resolution metrics

• Help design scalable support infrastructure as volume grows

What You'll Need

Experience

• 3–5 years of experience in technical support, solutions engineering, or operations roles in a SaaS environment

• Experience troubleshooting APIs, integrations, or data pipelines

• Strong debugging skills across logs, system behavior, and configuration layers

• Experience writing technical documentation and internal runbooks

• Familiarity with support platforms (Zendesk, Intercom, Pylon, etc.)

• Experience partnering closely with engineering and product teams

Technical Skills

• Strong analytical troubleshooting and root-cause analysis

• Comfortable reading logs, API responses, and system data

• Proficiency with spreadsheets and basic SQL for investigations

• Understanding of SaaS architectures, integrations, and sync behavior

• Ability to distinguish user error vs. system defect vs. configuration issue

Core Competencies

• Clear, technical written communication

• Structured problem solving and documentation

• Strong prioritization across multiple escalations

• Ability to translate technical findings into customer-friendly explanations

• Systems thinking and a process improvement mindset

If you're passionate about solving complex technical problems and improving the customer experience in a fast-paced SaaS environment, we'd love to hear from you!

Apply here: https://operationsarmy.com/application