As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team.
You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion.
You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality.
Your work directly supports customer satisfaction, retention, and long-term relationship strength.
Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders
Support in the development and documentation of processes and best practices to provide support for customers and product end users
Demonstrated ability to effectively explain technical issues to non-technical audiences
Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require
Mentor and support level 1 and level 2 technical support specialists
Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
Proficient in the use of Microsoft Office Suite
Desire to assist with and improve trouble-shooting documentation
Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
Proficiency using developer tools, Postman and writing SQL queries is required
Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
Superb problem-solving skills working on mission critical Software as a Service
Excellent verbal and written communication and presentation skills
Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)
Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
Empathy in your approach to work, and passion for delivering excellent customer experiences
Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
Must be able to work independently while being a proactive team member
Experience partnering across global teams and/or working in a distributed remote environment is a plus

Remote work environment with a flexible work schedule to encourage work-life balance
Annual company offsite
Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
401(k) company match
One-time workspace reimbursement to help you optimize your remote workspace

Technical Support Specialist L2

Key skills