Support Technician - Tier 2

Location: US Remote
Department: Support Operations 

Role Purpose:

The Tier 2 Support Technician plays a key role in ensuring the stability and reliability of the company’s payment gateway and payment marketing products. Sitting within the Production Support Team, this role focuses on resolving complex technical issues that go beyond the capabilities of Tier 1 support while maintaining high service levels and efficiency.

This position requires strong analytical, troubleshooting, and technical problem-solving skills, particularly in web applications, APIs, and cloud-based infrastructures. The Technical Support Specialist is expected to interpret system logs, analyze databases, and troubleshoot API-related issues, ensuring seamless operation and minimal disruption to clients and partners.

Key Responsibilities:

• Provide technical support for complex issues, including troubleshooting payment transactions, system integrations, and API behaviors.
• Use MySQL and other databases to query and analyze system data, identifying inconsistencies and root causes of technical failures.
• Investigate logs, error messages, and system stack traces to diagnose and resolve software-related issues.
• Handle Tier 1 escalations, ensuring proper documentation and resolution before involving Tier 3 or Engineering.
• Support and enhance internal monitoring tools and processes, helping detect issues proactively before they impact operations.
• Work closely with Engineering, QA, and Product teams to test, validate, and implement fixes for recurring system issues.
• Maintain and improve technical documentation, troubleshooting guides, and knowledge bases to enhance internal efficiency.
• Identify emerging trends in technical issues and work with management to implement preventive measures.
• Assist in the training and upskilling of Tier 1 support staff, enhancing their ability to resolve common technical issues.
• Ensure all issues are handled within SLA timelines, prioritizing based on impact and urgency.

Measures of Success:

1. Technical Issue Resolution – Efficiently resolving escalated technical problems, minimizing unnecessary escalations to Tier 3.
2. SLA Adherence – Ensuring response and resolution times meet internal and external SLA commitments.
3. Data-Driven Troubleshooting – Using SQL, system logs, and analytics tools to identify and resolve issues.
4. Knowledge Sharing – Contributing to documentation, SOPs, and mentoring lower-tier team members.
5. Collaboration & Process Improvement – Working effectively with Engineering, QA, and Product teams to enhance system stability.

Key Skills and Competencies:

• Database Knowledge– Experience working with MySQL or similar relational databases, including querying, optimization, and troubleshooting.
• Technical Troubleshooting– Ability to analyze logs, error messages, and system behaviors to diagnose issues.
• API Debugging– Strong understanding of REST APIs, authentication mechanisms, and common integration challenges.
• Cloud Computing– Familiarity with AWS, Azure, or GCP services, particularly in a production support context.
• Service Management– Hands-on experience with ticketing systems like Zendesk, Jira Service Management, or ServiceNow.
• Problem-Solving & Critical Thinking– Ability to assess technical challenges, determine root causes, and implement solutions.
• Communication & Documentation– Strong written and verbal communication skills to articulate technical details clearly.
• Collaboration– Ability to work effectively with cross-functional teams, including Engineering and QA.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience.
• Minimum 2 years of experience in a technical support role, with 5+ years of experience in technology-related service and support.
• Proficiency in SQL for querying databases and analyzing structured data.
• Basic programming or scripting knowledge (Java, Python, or Bash preferred).
• Familiarity with monitoring and logging tools for debugging purposes.
• Strong understanding of web applications, APIs, microservices, and cloud computing architectures.
• Knowledge of e-commerce payment processing systems is a plus.
• Flexibility in working hours, as global support needs may require occasional off-hours work.