Technical Support Engineer (Tier 2)

Role Mission:
To act as the core investigation and problem-solving engine for the support team. This role is responsible for conducting in-depth troubleshooting of complex technical issues escalated from Tier 1, identifying the root cause, and either resolving the issue or providing the engineering team with the detailed analysis needed for a bug fix.

Key Responsibilities:

• Escalation Point: Take ownership of complex technical issues escalated from the Tier 1 team that require advanced investigation.
• Root Cause Analysis: Perform deep-dive troubleshooting to identify the source of application, network, and configuration issues.
• Issue Replication: Replicate client-reported issues in a controlled test environment to isolate bugs and verify system behavior.
• Bug & Feature Escalation: Collaborate with the Business Analyst and Engineering teams to write clear, detailed bug reports and provide context for potential feature enhancements.
• Documentation & Process Improvement: Develop and refine support documentation, runbooks, and knowledge base articles for complex issues, empowering the Tier 1 team and improving overall resolution time.
• Client Communication: Communicate technical workarounds and resolutions to clients in a clear, understandable manner when required.

Requirements

• 3+ years in a technical support role, with at least one year in a Tier 2, escalation, or application support capacity.

• Demonstrated expertise in troubleshooting complex software application issues.
• Strong analytical and persistent problem-solving skills are essential.
• Experience supporting SaaS products.
• Familiarity with concepts like APIs, databases (e.g., MongoDB), and cloud infrastructure (e.g., GCP) is highly desirable.
• Ability to work independently and manage investigations with minimal supervision.
• Excellent written and verbal communication skills in English.

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

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