Tier 2 Technical Support Engineer

7 days ago


Austin, Texas, United States ActivTrak Full time

Description

ActivTrak, a leader in the SaaS industry, offers unparalleled workplace analytics and productivity management solutions. Our Technical Support team is at the heart of our customer-first approach, dedicated to delivering exceptional support and fostering user success. As trusted advisors, we pride ourselves on exceeding customer expectations through effective communication, innovative problem solving, and a proactive service ethos.

We are seeking a Tier 2 Technical Support Engineer (TSE) to strengthen our customer support capabilities. The Tier 2 team is the core of our support ecosystem, acting as a bridge between Tier 1 and Tier 3 teams. This position involves handling a variety of technical queries, troubleshooting issues, and providing detailed product guidance to ensure effective deployment and utilization of ActivTrak by our customers.

Key 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

2 years experience in customer-facing technical support roles. Strong technical foundation and familiarity with software troubleshooting. Experience with Zendesk, Azure AD, Power BI, and structured query language (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. Proficiency in spoken and written Spanish is a plus

Benefits

Work environment:

Position is remote within US Minimal travel Limited physical demands

  • Austin, Texas, United States Take2 Consulting, LLC Full time

    The ideal candidate will be a proven team player and capable professionalism with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to drive trouble resolution of multi-severity level data center infrastructure related problems and expertise in...


  • Austin, Texas, United States Kit Check Full time

    At Bluesight, our mission is to create groundbreaking medication intelligence solutions that increase efficiency, safety and visibility for health systems and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high growth healthcare information technology company...


  • Austin, Texas, United States Kit Check Full time

    At Bluesight, our mission is to create groundbreaking medication intelligence solutions that increase efficiency, safety and visibility for health systems and pharmaceutical manufacturers. We empower our customers to deliver the right medicine to the right patient at the right time, every time. We are a high growth healthcare information technology company...


  • Austin, Texas, United States Autofleet Full time

    We are making the future of mobility come to life today.At Autofleet we support the world's largest vehicle fleet operators and transportation providers helping them optimize existing operations and seamlessly launch new, dynamic business models - driving efficient operations and maximizing utilization.You Are:Our ideal candidate is service oriented,...


  • Austin, Texas, United States Autofleet Full time

    We are making the future of mobility come to life today.At Autofleet we support the world's largest vehicle fleet operators and transportation providers helping them optimize existing operations and seamlessly launch new, dynamic business models - driving efficient operations and maximizing utilization.You Are:Our ideal candidate is service oriented,...


  • Austin, Texas, United States Unchained Full time

    COMPANY OVERVIEW:Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for...


  • Austin, Texas, United States Unchained Full time

    COMPANY OVERVIEW:Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for...


  • Austin, Texas, United States Diverse Lynx Full time

    Role- SAP Consultant TIER III - Specialized No of positions: 2 Location: Austin, TX Second position: New York City- NY SAP Consultant TIER III - Specialized, , consider the following Job Description:SAP SAC Planning Consultant who understands workforce SAC application, performs the functional testing, supports user queries in UAT and works with the dev team...


  • Austin, Texas, United States The Legends Agency Full time

    About the job Cloud Engineer/Azure Expert Cloud Engineer/Azure ExpertLocation: Cape TownSalary: R35,000Company Overview: USA-based company, specializing in providing software and multi-tenant Cloud Platform as a Service (PaaS) solutions tailored to IT Service organizations, including ISVs, MSPs, and TSPs. The company's mission is to simplify and streamline...


  • Austin, Texas, United States Shimadzu Scientific Instruments Full time

    WHO ARE WE?Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems in the world. Ground-breaking scientific research, manufacturing ideas and results continue to propel Shimazu's outstanding reputation and "Excellence in Science." People...


  • Austin, Texas, United States Shimadzu Scientific Instruments Full time

    WHO ARE WE?Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems in the world. Ground-breaking scientific research, manufacturing ideas and results continue to propel Shimazu's outstanding reputation and "Excellence in Science." People...


  • Austin, Texas, United States Apple Full time

    Enterprise Senior Technical Support Engineer, Network Specialist Austin,Texas,United States Support and Service Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish We are seeking a...


  • Austin, Texas, United States Advantage Technical Full time

    Join Our Clients Team as Assistant Plant Manager and Elevate Your CareerDuration: July 2024 to December 2025As the Assistant Plant Manager, you will oversee day-to-day project operations, acting as the primary point of contact for the Owner, managing on-site activities, supervising the OEM site team, and liaising with various stakeholders, including local...


  • Austin, Texas, United States HashiCorp Full time

    Manager, Support Engineering - Terraform Location: Austin, TX Hybrid (Ability to come into the office 1-2 times a week if need be) HashiCorp is seeking a Manager, Support Engineering to join the Terraform Support Engineering team. This strategic role will report to the Director, Support Engineering - Terraform.In this role the Manager, Support Engineering...


  • Austin, Texas, United States HashiCorp Full time

    Manager, Support Engineering - Terraform Location: Austin, TX Hybrid (Ability to come into the office 1-2 times a week if need be) HashiCorp is seeking a Manager, Support Engineering to join the Terraform Support Engineering team. This strategic role will report to the Director, Support Engineering - Terraform.In this role the Manager, Support Engineering...


  • Austin, Texas, United States Thoughtful Full time

    Sr. Technical Recruiter Introduction Thoughtful AI is a trailblazing Series A startup on a mission to redefine the B2B landscape through pioneering AI solutions. With a culture that fosters innovation and excellence, we're making waves in the massive healthcare industry, continuously pushing the envelope of what's possible. We're seeking an elite Technical...


  • Austin, Texas, United States Visa Argentina SA Full time

    **Senior Ops Technical Support Specialist - Visa Research** Research & Development Full-time Date: Job Number: REF31736W **Company Description** As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to...


  • Austin, Texas, United States Abacus Full time

    Job Title: Atlassian Product Support Analyst Level 2Company: Texas Department of Public SafetyPosition: Product Support Analyst 2Category: Technical Services, Help Desk and OperationsNumber of Positions: 1IT Staffing Services Solicitation under Department of Information ResourcesMinimum Experience: 5 years in working with JIRA, Confluence, and other...

  • Automation Technician

    4 weeks ago


    Austin, Texas, United States Advantage Technical Full time

    Automation Tech (Full-Time)Austin, TXTo support our extraordinary teams who build great products and contribute to our growth, we're looking to add a/an Automation Technician located in Austin, TX.The Automation Technician role supports automation engineering services activities such as hardware and software design and development (non-production).What a...

  • Automation Technician

    3 weeks ago


    Austin, Texas, United States Advantage Technical Full time

    Automation Tech (Full-Time)Austin, TXTo support our extraordinary teams who build great products and contribute to our growth, we're looking to add a/an Automation Technician located in Austin, TX.The Automation Technician role supports automation engineering services activities such as hardware and software design and development (non-production).What a...