Customer Support Rep, Level 2 North America
Customer Support Representative II (Level 2) — Enterprise Technical Support (Foxit)
If you love digging into tough technical problems and you’re comfortable leading high-stakes customer conversations, this role is for you. As a Customer Support Representative – Level 2 (CSR II), you’ll be the go-to escalation point for complex issues in enterprise environments—helping customers with large deployments (think thousands of licenses) get back to productivity fast.
What you’ll do
Serve as a Tier 2 technical support escalation point, resolving complex product, configuration, and deployment issues.
Manage customer escalations, including difficult or hostile interactions, with professionalism and confidence.
Support enterprise customers with large environments (thousands of licenses).
Lead or participate in extended customer meetings (up to 2+ hours), including troubleshooting sessions, demos, and Q&As for large user groups.
Run or assist with product demos, training sessions, workshops, and seminars (preferred).
Document cases thoroughly and follow escalation SOPs, ensuring proper due diligence when involving higher-tier teams.
Collaborate closely with internal teams to troubleshoot issues and brainstorm solutions.
Adapt quickly to changing priorities and multitask effectively.
Act as a point of contact for multiple departments on escalations and procedural questions.
What you bring (Required)
Proven technical support experience (required).
Strong verbal and written customer communication skills.
Experience handling escalations and complex customer scenarios.
Ability to present technical information clearly to both technical and non-technical audiences.
Technical skills (Strongly Preferred)
Experience with one or more of the following:
SSO / SAML
Cloud Identity Providers (e.g., Azure AD / Entra ID, Okta)
Active Directory & GPOs
PowerShell and command-line scripting
SharePoint integrations
Deployment tools (Intune, PDQ, JAMF)