Technical Support Engineer, Tier 2

ActivTrak, a leader in the SaaS industry, offers unparalleled workplace analytics and productivity management solutions. They are seeking a Tier 2 Technical Support Engineer to strengthen customer support capabilities by handling technical queries and providing guidance for effective product utilization.

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