TextUs
Technical Support Representative - Tier 2 (II)
TextUs, Denver, Colorado, United States, 80285
Overview
Technical Support Representative - Tier 2 (II) at TextUs. This role serves as the escalation point for complex technical issues that cannot be resolved by Tier 1 support. You will apply strong troubleshooting skills, collaborate with engineering and product teams, and ensure a high-quality customer experience. Responsibilities
Advanced Troubleshooting & Escalation Serve as the primary escalation point for Tier I support, resolving complex technical issues requiring deeper expertise. Troubleshoot software-related problems including configuration, performance, integration, and usability issues. Analyze application logs, error messages, and system behavior to identify potential defects or misconfigurations. Replicate and analyze customer-reported issues in test environments. Collaboration & Root Cause Resolution Partner with Engineering and Product teams to investigate, prioritize, and resolve escalated bugs, defects, or product limitations. Assist with TextUs implementations and third-party integrations. Identify patterns or recurring issues and escalate them to product management for long-term fixes. Provide User Acceptance Testing (UAT) on new releases. Documentation & Knowledge Sharing Document solutions, workarounds, and known issues in the knowledge base. Maintain accurate, detailed tickets in Salesforce Service Cloud, Intercom, or Jira to improve support efficiency. Provide feedback and training to Tier I team members to improve first-contact resolution rates. Customer Communication & Service Excellence Deliver exceptional customer service with a balance of technical accuracy and empathy. Ensure timely communication and proactive status updates with customers and stakeholders. Represent customer needs and feedback internally to enhance the overall product and support experience. Qualifications
Technical Expertise 3–5 years of technical support experience, ideally in SaaS. Strong troubleshooting, analytical, and root cause analysis skills. Familiarity with APIs, integrations, debugging tools, and system monitoring. Exposure to SMS, ATS, or CRM platforms is a plus. Customer-Centric Mindset Exceptional written and verbal communication skills with the ability to tailor technical language to different audiences. Calm, professional demeanor under pressure with a strong focus on customer satisfaction. Attention to Detail High attention to detail with the ability to manage multiple complex cases. Strong organizational and time management skills in a remote environment. Collaboration & Growth Thrives in a collaborative, cross-functional environment. Shares knowledge and invests in the success of peers. Proactively seeks feedback and opportunities for continuous improvement. Interview Process
Initial call w. HR team (30 min via Phone) Topics: Culture, logistics Interview w. Hiring Manager (45 mins via Zoom Video) Topics: Culture, skills, role overview Rembrandt Assessment + Assignment (Self-Paced) The Rembrandt assessment allows TextUs to assess how your personality fits within the role and the TextUs culture. The assignment will cover both written and technical skills Interview w. Technical Support Team (60 mins via Zoom video) Topics: Culture, skills, role overview Q&A w. CEO (30 mins via Zoom video) Topics: You will come prepared with questions about the role, team, product to ensure this role is the best fit for you. Employment Details
Job Type:
Full Time, Remote Compensation Range:
$65,000-$75,000 Number of hires for this role:
1 Target Start Date:
ASAP Reporting to:
Technical Support Manager By submitting your resume for this role, you consent to communication via text and email. Benefits
Competitive pay Health / Dental / Vision Insurance HSA contributions 401K with company match Unlimited PTO Cell phone + internet reimbursement for $100/month One-time $1,000 home office stipend after 6 months Up to 12 weeks of Paid Leave U.S. remote first with optional WeWork office space in downtown Denver, CO EEO:
TextUs does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status. We are committed to an inclusive and welcoming environment for all employees, volunteers, subcontractors, vendors, and clients. Location
Denver, CO (Remote)
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Technical Support Representative - Tier 2 (II) at TextUs. This role serves as the escalation point for complex technical issues that cannot be resolved by Tier 1 support. You will apply strong troubleshooting skills, collaborate with engineering and product teams, and ensure a high-quality customer experience. Responsibilities
Advanced Troubleshooting & Escalation Serve as the primary escalation point for Tier I support, resolving complex technical issues requiring deeper expertise. Troubleshoot software-related problems including configuration, performance, integration, and usability issues. Analyze application logs, error messages, and system behavior to identify potential defects or misconfigurations. Replicate and analyze customer-reported issues in test environments. Collaboration & Root Cause Resolution Partner with Engineering and Product teams to investigate, prioritize, and resolve escalated bugs, defects, or product limitations. Assist with TextUs implementations and third-party integrations. Identify patterns or recurring issues and escalate them to product management for long-term fixes. Provide User Acceptance Testing (UAT) on new releases. Documentation & Knowledge Sharing Document solutions, workarounds, and known issues in the knowledge base. Maintain accurate, detailed tickets in Salesforce Service Cloud, Intercom, or Jira to improve support efficiency. Provide feedback and training to Tier I team members to improve first-contact resolution rates. Customer Communication & Service Excellence Deliver exceptional customer service with a balance of technical accuracy and empathy. Ensure timely communication and proactive status updates with customers and stakeholders. Represent customer needs and feedback internally to enhance the overall product and support experience. Qualifications
Technical Expertise 3–5 years of technical support experience, ideally in SaaS. Strong troubleshooting, analytical, and root cause analysis skills. Familiarity with APIs, integrations, debugging tools, and system monitoring. Exposure to SMS, ATS, or CRM platforms is a plus. Customer-Centric Mindset Exceptional written and verbal communication skills with the ability to tailor technical language to different audiences. Calm, professional demeanor under pressure with a strong focus on customer satisfaction. Attention to Detail High attention to detail with the ability to manage multiple complex cases. Strong organizational and time management skills in a remote environment. Collaboration & Growth Thrives in a collaborative, cross-functional environment. Shares knowledge and invests in the success of peers. Proactively seeks feedback and opportunities for continuous improvement. Interview Process
Initial call w. HR team (30 min via Phone) Topics: Culture, logistics Interview w. Hiring Manager (45 mins via Zoom Video) Topics: Culture, skills, role overview Rembrandt Assessment + Assignment (Self-Paced) The Rembrandt assessment allows TextUs to assess how your personality fits within the role and the TextUs culture. The assignment will cover both written and technical skills Interview w. Technical Support Team (60 mins via Zoom video) Topics: Culture, skills, role overview Q&A w. CEO (30 mins via Zoom video) Topics: You will come prepared with questions about the role, team, product to ensure this role is the best fit for you. Employment Details
Job Type:
Full Time, Remote Compensation Range:
$65,000-$75,000 Number of hires for this role:
1 Target Start Date:
ASAP Reporting to:
Technical Support Manager By submitting your resume for this role, you consent to communication via text and email. Benefits
Competitive pay Health / Dental / Vision Insurance HSA contributions 401K with company match Unlimited PTO Cell phone + internet reimbursement for $100/month One-time $1,000 home office stipend after 6 months Up to 12 weeks of Paid Leave U.S. remote first with optional WeWork office space in downtown Denver, CO EEO:
TextUs does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status. We are committed to an inclusive and welcoming environment for all employees, volunteers, subcontractors, vendors, and clients. Location
Denver, CO (Remote)
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