- Location
- Hyderabad, Telangana, India · published
- Type
- Full-time
- Department
- Customer Service
- Source
- Workable
Description
We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time.
In this role, you will:
- Manage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations.
- Investigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.
- Add, update, and remove Admin Dashboards and manage customer platform access.
- Diagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues.
- Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.
- Analyze authentication and SSO logs to identify the root cause of access failures.
- Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues.
- Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues.
- Review TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required.
- Partner with Support Engineering and Engineering teams to investigate complex customer issues and technical defects.
- Route technical escalations to the appropriate engineering squad based on product area, impact, and severity.
- Create detailed Jira tickets for bugs, including reproduction steps, expected versus actual behavior, relevant logs or screenshots, environment details, and customer impact.
- Follow up on engineering escalations until the issue is resolved and the resolution is confirmed with the customer.
- Immediately escalate critical platform-down or outage incidents and keep relevant stakeholders informed until service is restored.
- Collaborate with Engineering to investigate assessment defects and validate fixes.
- Create and configure customer workshops and manage changes to scheduled workshops.
- Gather customer product feedback and share actionable insights with Product and Engineering teams.
- Identify recurring technical issues and trends and escalate them for further investigation.
- Participate in monthly Support Engineering syncs to review open issues, trends, and process improvements.
- Attend biweekly CESO Tier 1 Release Enablement sessions to stay current on product releases and help prepare the support team for upcoming changes.
Benefits
Opportunity to work directly with enterprise customers and solve complex technical challenges.Exposure to SaaS technologies, authentication systems, integrations, networking, and real-time communication platforms.Hands-on experience working with tools and technologies including Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, SAML, OAuth, OIDC, Microsoft Teams, and Vonage Video API.Close collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.Opportunity to contribute customer insights and technical feedback that influence product and process improvements.Regular exposure to product releases and technical enablement sessions, supporting continuous learning and development.Opportunity to develop deeper expertise in enterprise technical support, troubleshooting, incident management, and engineering escalation.Collaborative and dynamic working environment with opportunities to take ownership of customer-impacting technical issues.