Tier 2 Customer Support Specialist

Technical Support Overview

The Technical Support team serves as a critical component of the customer experience by providing technical expertise, troubleshooting assistance, and issue resolution that enables customers to maximize the value of the Thought Industries platform.

As the second tier of support, the team is responsible for resolving complex customer issues, investigating platform behavior, identifying root causes, and partnering closely with Product, Engineering, QA, and Customer Experience teams to improve product quality and customer outcomes. The team also plays a key role in reducing recurring issues, improving self-service resources, and scaling technical knowledge across the organization.

Job Overview

The Customer Support Specialist II is responsible for resolving complex technical issues escalated from Tier 1 Support while providing exceptional customer service and technical expertise throughout the support lifecycle.

This role serves as a technical escalation point for customers and internal teams, requiring advanced troubleshooting skills, strong analytical capabilities, and a deep understanding of the Thought Industries platform. The Customer Support Specialist II takes ownership of customer-reported issues through resolution, collaborates cross-functionally to address product-related challenges, and contributes to continuous improvements in support operations, documentation, and customer experience.

The ideal candidate combines strong technical aptitude, customer advocacy, problem-solving expertise, and mentorship capabilities to deliver high-quality customer outcomes while helping elevate the effectiveness of the broader support organization.

Key Responsibilities

1. Advanced Technical Support & Issue Resolution

• Serve as the primary escalation point for complex customer issues escalated from Tier 1 Support.

• Investigate and resolve advanced technical issues related to platform functionality, integrations, configurations, authentication, and operational performance.

• Utilize diagnostic tools, system logs, platform data, and technical analysis to identify root causes and deliver solutions.

• Provide customers with configuration recommendations and best practices that improve platform performance and usability.

• Deliver timely, professional, and customer-focused support throughout the resolution process.

2. Incident & Escalation Management

• Take ownership of escalated customer issues through resolution.

• Manage complex support cases in accordance with established service-level agreements (SLAs).

• Prioritize and coordinate resolution of high-impact customer issues.

• Escalate issues requiring Engineering or Product involvement while ensuring appropriate documentation and communication.

• Maintain proactive communication with customers regarding issue status, progress, and resolution plans.

• Support critical incident management activities when required.

3. Technical Investigation & Root Cause Analysis

• Perform in-depth technical analysis to identify root causes of customer-reported issues.

• Analyze platform behavior, application logs, APIs, integrations, and system interactions to diagnose complex problems.

• Develop and document repeatable troubleshooting methodologies for recurring issues.

• Leverage data and analytical tools to identify patterns and trends impacting customer success.

• Partner with Product and Engineering teams to validate fixes and resolve systemic issues.

4. Customer Advocacy & Product Improvement

• Serve as a technical voice of the customer by communicating customer feedback, recurring challenges, and enhancement opportunities.

• Identify recurring support trends and collaborate with Product and Engineering teams to address root causes.

• Contribute recommendations that improve product usability, performance, and customer experience.

• Support initiatives designed to reduce support volume through product improvements and proactive education.

• Advocate for customer needs while balancing business and technical priorities.

5. Knowledge Management & Support Deflection

• Create and maintain internal and customer-facing technical documentation.

• Contribute troubleshooting guides, knowledge base articles, FAQs, and support resources.

• Improve documentation quality and accuracy to support customer self-service and support efficiency.

• Identify opportunities to reduce recurring support inquiries through improved content and documentation.

• Support organizational goals related to ticket deflection and customer self-sufficiency.

6. Training, Mentorship & Team Development

• Provide guidance and mentorship to Tier 1 Support Specialists.

• Share technical expertise and troubleshooting best practices across the support organization.

• Assist with onboarding and development of new support team members.

• Support knowledge-sharing initiatives that improve overall team effectiveness.

• Help build scalable support processes and technical enablement programs.

7. Cross-Functional Collaboration

• Partner closely with Engineering, Product Management, QA, and Customer Experience teams to resolve customer issues.

• Participate in product feedback discussions and quality improvement initiatives.

• Collaborate with Customer Success and Account Management teams when customer issues impact adoption, health, or retention.

• Contribute to process improvement initiatives that enhance support operations and customer outcomes.

• Serve as a trusted technical resource across Customer Experience functions.