Technical Support Engineer, Tier 2
ActivTrak, a leader in the SaaS industry, offers unparalleled workplace analytics and productivity management solutions. Our Technical Support team is at the heart of our customer-first approach, dedicated to delivering exceptional support and fostering user success. As trusted advisors, we pride ourselves on exceeding customer expectations through effective communication, innovative problem solving, and a proactive service ethos.
We are seeking a Tier 2 Technical Support Engineer (TSE) to strengthen our customer support capabilities. The Tier 2 team is the core of our support ecosystem, acting as a bridge between Tier 1 and Tier 3 teams. This position involves handling a variety of technical queries, troubleshooting issues, and providing detailed product guidance to ensure effective deployment and utilization of ActivTrak by our customers.
The ideal Tier 2 TSE is highly technical and resourceful, with the ability to rapidly absorb deep knowledge of the ActivTrak platform and related products, effectively leverage documentation, and apply provided training to support customers quickly and confidently.
Key Responsibilities:
- Provide timely, efficient, and empathetic customer support through email tickets, ensuring clear communication and resolution.
- Employ active listening and a deep understanding of customer scenarios to troubleshoot creatively and tailor solutions to individual needs.
- Manage and prioritize the support ticket queue effectively, and schedule calls with customers for quicker issue resolution when necessary.
- Offer proactive support by anticipating and addressing potential customer questions or concerns.
- Collaborate closely with cross-functional teams, including Development and Product, to report software defects, gather troubleshooting information, and relay customer feedback to aid in product improvement.
- Guide users through ActivTrak deployment and utilization, focusing on installation, account configuration, user management, dashboard interpretation, and integration setup.
Requirements
- At least 2 years in customer-facing technical support roles.
- Strong technical foundation and familiarity with software troubleshooting.
- Experience with Zendesk, Intercom, or other modern SaaS support platforms.
- Experience with Azure AD, Power BI, PowerShell/CMD, and SQL is highly regarded.
- Exceptional written and verbal communication skills.
- Proven ability to work effectively in a team and collaborate across functions.
- A proactive, resourceful, and adaptable approach to work.
- A commitment to continuous learning, improvement, and customer advocacy.
Benefits
Work environment:
- Position is remote within US
- Minimal travel
- Limited physical demands
This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!
ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.