Technical Customer Support

Job Summary

The Tier 1 Product Support Specialist (Level 2) handles escalations from Level 1, resolves moderate complexity issues, and partners with Engineering/Product to drive faster root cause analysis. L2s improve operational excellence by enhancing runbooks, enriching knowledge articles, and coaching L1s on troubleshooting depth and quality.

Key Responsibilities

• Own escalated tickets requiring deeper technical analysis (integrations, configuration, environment‑specific behaviors, data issues).
• Perform advanced triage: analyze logs, traces, API calls, feature flags, data models, and environment variables; reproduce issues in test/sandbox.
• Create/validate workarounds; deliver durable resolutions within defined SLAs.
• Collaborate with Engineering and Product on defects, feature behaviors, and release impacts; file high‑quality bug reports with clear repro steps and impact statements.
• Identify incident patterns and propose problem records or root cause investigations (problem management).
• Drive continuous improvement: refine SOPs/runbooks, author high‑value KB articles, and recommend product/telemetry improvements to increase FCR.
• Provide day‑to‑day guidance to L1s (informal mentoring, spot‑checks, shadowing) and participate in post‑incident reviews.

Qualifications

• 2–4 years in product/technical support or service operations with demonstrated escalation handling.
• Proficiency with at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.
• Hands‑on experience with ITSM tools and backlog systems (e.g., Jira) and comfort reading release notes or deployment change logs.
• Strong analytical and problem‑solving skills; ability to simplify complex topics for customers and L1 staff.

Core Competencies

• Technical Depth • Root Cause Thinking • Cross‑Functional Collaboration • Written Clarity • Coaching Mindset

Performance Metrics (KPIs)

• Escalated ticket resolution time (L2 queue)
• Reduction in re‑opens and handoffs
• Defect/bug report quality (engineering acceptance rate)
• KB impact (views, deflection, article helpfulness)
• Contribution to problem management (closed problems/workarounds published)
• Coaching impact (L1 FCR uplift, fewer incorrect escalations)

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Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Accruent

Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.

Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].