Technical Support Engineer II

✨ About The Role

- The Technical Support Engineer, Tier 2 role involves providing mid-level technical support to users of the Panorama platform - Responsibilities include assisting with technical issues, data investigations, and resolving data import failures - The role requires collaborating with internal teams to manage escalated technical issues and contribute to updating the internal knowledge base - The ideal candidate will become a technical expert on the product, mentor Tier 1 teammates, and provide timely updates to ensure client satisfaction - This position offers the opportunity to work remotely within the Continental United States, in-person from the Boston office, or a hybrid option

⚡ Requirements

- Experienced in providing technical support and problem-solving for online platforms, with a focus on delivering exceptional customer service - Proficient in Mac and PC-based applications, Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software - Skilled in identifying patterns in user support requests to improve product and process documentation - Ability to work independently, prioritize tasks, and collaborate with cross-functional teams in a fast-paced environment - Strong communication skills, both verbal and written, with a keen attention to detail