Remote Tier 2 Technical Support Agent

Overview of the Role

Do you thrive on untangling technical puzzles and helping others succeed? Step into the spotlight as a Remote Tier 2 Technical Support Agent, where your expertise will directly influence customer satisfaction and product success. This fully remote role allows you to assist clients from anywhere in the world, providing advanced support, resolving complex issues, and collaborating cross-functionally. With a competitive salary of $54,179 annually, you’ll gain not just income but professional purpose, flexibility, and the chance to be part of a mission-driven support team. You’ll contribute to ensuring smooth digital experiences for users while developing yourself into a more strategic and technically skilled support professional.

Key Responsibilities and Daily Impact

Solving Advanced Technical Challenges

Diagnose and resolve complex technical issues using advanced tools and methodical problem-solving skills. You’ll review server logs, application behavior, and product performance data to uncover causes and implement long-term fixes. Understanding back-end systems and application architecture will enable you to pinpoint the root cause of recurring issues and provide sustainable solutions that reduce customer churn. Your detailed findings will inform engineering teams, and your actions will prevent problems from escalating to product defects.

Tier 1 Escalation and Team Synergy

Act as the primary contact for complex Tier 1 support inquiries for support representatives when cases exceed their scope. Through structured handoffs and coaching, you’ll enhance the entire support process. As a technical mentor, you’ll help junior agents interpret error logs, guide troubleshooting efforts, and improve knowledge base documentation. Your collaboration will drive faster resolutions and enhance the team's overall technical expertise.

Professional and Empathetic Communication

Deliver customer-facing support that is calm, transparent, and effective. Communicate clearly with users regardless of their technical background, and stay composed under pressure. Your ability to translate technical jargon into user-friendly guidance helps build trust, while your accountability ensures that customers always feel heard and understood. Whether resolving urgent outages or handling repeated issues, you’ll be the reliable professional who keeps users informed and reassured.

Knowledge Base and Continuous Improvement

Maintain a high-quality internal knowledge base by documenting new fixes and workflows. As a subject-matter expert, your updates help streamline future ticket handling and onboard new support agents. You’ll also propose new tools and refine outdated processes based on firsthand user feedback. Your eye for optimization will save time, reduce support volume, and improve internal alignment across departments.

Work Environment and Company Culture

Fully Remote Flexibility

This is a 100% remote role—meaning you can perform your best work from anywhere, on your terms. Whether you're based in a bustling city or working from a quiet village, we provide the tools and trust to let you thrive. Our virtual-first structure ensures you’ll never feel disconnected; meetings, projects, and chats are all managed through robust communication platforms that keep everyone aligned.

A Culture Rooted in Empowerment

We believe in people before processes. That means flexibility with accountability, structure with autonomy, and innovation with purpose. Join weekly learning circles, quarterly town halls, and optional virtual socials that let you contribute your ideas and celebrate wins. We celebrate diverse thinking, honor well-being, and invest in the growth of each team member.

Technology and Tools

Tools of the Trade

You’ll work with a suite of cloud-first technologies to diagnose and solve issues effectively. These include Zendesk or Freshdesk for ticket management, remote access tools for troubleshooting, and performance monitoring dashboards. You’ll frequently use terminal environments like Linux and Windows CLI, while also accessing documentation platforms such as Notion or Confluence. CRM integrations support clear ticket resolution histories, and team collaboration tools ensure seamless workflows.

Who We’re Looking For

Must-Have Experience and Skills

A strong candidate brings at least 2 years of experience in technical support or IT help desk roles, ideally with exposure to SaaS platforms or enterprise-level technology. You should be comfortable navigating both customer conversations and technical diagnostics. Key skills include experience troubleshooting APIs, analyzing logs, and understanding web-based architecture. You must possess excellent time management skills, strong communication skills, both written and spoken, along with the ability to manage your workload effectively in a remote environment.

Preferred Qualifications

While not required, candidates with experience in scripting languages like Python or Bash will stand out. Familiarity with leading cloud platforms, such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP), is a bonus. Knowledge of cybersecurity protocols, data handling best practices, and previous work in technical support for customer-facing applications will position you well for success. Above all, we seek professionals who are resilient, curious, and eager to grow.

Your Growth Path

Career Progression Opportunities

This role is built to scale with you. Start by owning Tier 2 cases, and within a year, you may be leading peer training sessions, contributing to support automation tools, or even shadowing the engineering team. Outstanding performers are considered for Tier 3 promotion, transition to technical project management, or pivoting into customer success engineering.

Skill Expansion

We offer guided training modules, direct mentorship, and real-world problem-solving that expands your abilities faster than traditional roles. You'll learn about new software systems, get early exposure to emerging technologies, and build confidence in making decisions under pressure. We prioritize professional development because your growth helps us grow as well.

The Big Picture

Your contribution goes beyond resolving tickets—you help companies stay operational, support users through high-stress events, and strengthen our products through insightful feedback. You’ll improve uptime, minimize disruption, and directly shape how our users experience our platform. This is a pivotal role for someone who thrives on both technical mastery and meaningful human interaction.

Ready to Step Into Your Next Chapter?

This is your opportunity to embrace a remote-first lifestyle while accelerating your technical career. You'll be joining a support organization that values curiosity, courage, and clarity. With flexibility, purpose, and a clear path for advancement, this role is built for someone ready to make a real difference.

Apply today and unlock your full potential—while helping others achieve theirs.