Join our growing support team as a Tier 2 Technical Support Specialist. You'll serve as a critical escalation point between our Tier 1 support team and engineering/development teams, providing expert-level troubleshooting to external clients. This is a primarily remote, client-facing role that requires strong independent judgment, excellent written communication, and the ability to manage multiple open tickets without close supervision.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Tier 2 Technical Support Specialist
Location: Remote (Central or East Coast U.S. time zones)
Schedule: 9:30 AM – 6:00 PM Central Time, Monday–Friday
Employment Type: Full-Time
Compensation: $22/H
About the Role
We are looking for a skilled Tier 2 Technical Support Specialist to join our growing support team. In this role, you'll serve as a critical escalation point between our Tier 1 support team and our engineering/development teams, providing expert-level troubleshooting to our external clients. You'll be the bridge between technical complexity and customer clarity — translating developer-level insights into simple, actionable solutions for our users.
This is a primarily remote, client-facing role (80–90% external customers) that requires strong independent judgment, excellent written communication, and the ability to manage multiple open tickets without close supervision.
What You'll Do
- Handle escalated tickets from Tier 1 support involving complex technical issues such as system bugs, report display errors, and cross-platform compatibility problems
- Perform remote access troubleshooting across multiple operating systems including Windows, macOS, iOS, and Android
- Answer real-time Tier 1 questions via Teams chat to de-escalate issues before they become formal tickets
- Escalate unresolvable issues to Tier 3 (engineering/development) and track follow-ups proactively
- Serve as the interpreter between developers and non-technical end users, translating technical language into simple guidance
- Collaborate across Engineering, Product, Sales, and other support teams
- Stay current on OS updates and platform changes that may impact customer experience
- Communicate with customers primarily via email and ticketing platforms with precision and professionalism
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What You Bring
Required:
- Prior Tier 2 technical support experience — you've worked escalated tickets beyond password resets and account lockouts
- Demonstrated ability to troubleshoot across multiple operating systems (Windows, Mac, iOS, Android) in a customer-facing environment
- Experience with a ticketing system such as ServiceNow or similar platforms
- Strong written communication skills — your email support is clear, concise, and customer-friendly
- Resourceful problem-solving mindset — you ask the right diagnostic questions and investigate before escalating
- Ability to work independently, manage follow-ups, and prioritize without constant direction
- Experience supporting external clients (not just internal IT)
Preferred:
- Familiarity with remote proctoring or testing platforms such as Respondus or Proctorio
- Background in EdTech, SaaS, or learning management system support
- Comfort working across multiple departments and internal stakeholders simultaneously
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What Sets You Apart
You don't just follow checklists — you think critically. You've supported customers with varied environments and device types, not just a standardized corporate Windows setup. You can take a complex bug reported by a developer and explain it to a non-technical user in plain language. And when you have 15 open tickets, you know exactly which ones need a nudge.
Schedule & Location Details
- 99% remote — minimal in-office visits for those near Leawood, KS or Burlington, VT
- Must be available 9:30 AM – 6:00 PM Central Time (flexibility of ~30 minutes)
- Open to candidates in Central or East Coast time zones (Pacific/Mountain not eligible)
Why Join Us
- Work with a collaborative, cross-functional team in a fast-growing EdTech environment
- Make a real impact supporting students and educators accessing critical learning tools
- Fully remote flexibility with a supportive, communicative team culture
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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