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. Requirements • 3+ years of experience in technical support or a similar customer-facing technical role, preferably within a B2B SaaS environment. • Experience supporting enterprise customers and managing complex technical issues through resolution. • Hands-on experience with customer administration, access management, and user provisioning. • Working knowledge of identity and authentication technologies, including SAML 2.0, OAuth, and OpenID Connect (OIDC). • Experience reviewing authentication or SSO logs and diagnosing access and sign-in failures. • Experience troubleshooting Google Workspace and Microsoft 365, including administrative consoles and integrations. • Good technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues. • Understanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity. • Ability to systematically reproduce technical issues and document reproduction steps, screenshots, logs, browser/device information, and other relevant evidence. • Experience escalating issues to Engineering and creating clear, actionable Jira tickets. • Hands-on experience with Slack, Zendesk, and Jira, including raising and tracking issues with cross-functional teams. • Experience managing and prioritizing support queues against SLAs. • Strong logical, analytical, critical-thinking, and problem-solving skills. • Excellent attention to detail and ability to analyze technical information and data. • Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical audiences. • Strong ownership and follow-through, with the ability to drive issues through to resolution. • Ability to identify recurring issue patterns and determine when escalation is required. • Ability to multitask, prioritize, and manage time effectively. • Strong stakeholder management, interpersonal, collaboration, and teamwork skills. • Strong focus on quality, consistency, and adherence to defined customer and support guidelines. • Flexible and adaptable approach in a continuously evolving environment. • Willingness and flexibility to work rotational shifts. 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. Originally posted on Himalayas