Technical Support Specialist

The Technical Support Specialist is an essential member of the Platform Operations team, tasked with providing expert Tier 2 technical support for Equiti's interpreting and telehealth platforms. This role plays a crucial part in ensuring that customer environments are reliable, stable, and performing optimally by diagnosing complex issues related to connectivity, APIs, and integrations.

In this dynamic position, you will connect customers, internal technical teams, and engineering by analyzing logs, reproducing issues, and identifying patterns that drive efficient resolutions. Successful candidates will exhibit strong technical skills, a calm and confident demeanor with customers, and the determination to uncover root causes for seamless service delivery.

Key Responsibilities:

• Act as a Tier 2 escalation point for customer and internal support tickets related to platform configuration, connectivity, APIs, or network challenges.
• Diagnose and rectify complex technical issues by reviewing error logs, analyzing system data, and recognizing patterns across various incidents.
• Work closely with customers and their IT teams to troubleshoot and resolve firewall, proxy, or routing issues that impact service performance.
• Utilize observability and monitoring tools such as New Relic to spot anomalies, performance declines, or recurring error trends.
• Employ Postman and similar tools to test and validate API endpoints, payloads, and integration workflows.
• Collaborate with Product, Engineering, and Customer Success teams to triage and document reproducible platform defects or configuration challenges.
• Manage multiple active tickets simultaneously in a structured, SLA-driven environment using Salesforce or other case management systems.
• Maintain a clear, professional, and customer-friendly line of communication throughout all interactions.
• Contribute to the creation and enhancement of troubleshooting guides, SOPs, and internal knowledge base articles.
• Assist in data collection and reporting using Excel and other analytical tools to monitor issue trends and root causes.
• Engage in ongoing initiatives to enhance uptime, performance, and the customer support experience across the platform.

Knowledge, Skills, and Abilities:

• Robust technical troubleshooting and problem-solving abilities, with a knack for linking symptoms to root causes across systems.
• Basic understanding of network diagnostics (firewalls, routing, DNS, packet inspection, PCAPs, browser dev tools, etc.).
• Familiarity with API structures (REST/JSON), Postman, and monitoring tools like New Relic.
• Proficiency in Microsoft Excel for analysis, reporting, and tracking trends.
• Capable of interpreting error logs, recognizing recurring issues, and communicating findings to both technical and non-technical stakeholders.
• Exceptional verbal and written communication skills, along with a calm, confident, and empathetic customer approach.
• Able to manage multiple priorities and deadlines in a fast-paced environment.
• Self-driven with a strong sense of ownership and accountability for issue resolution.
• Experience in cross-functional collaboration with IT, Engineering, and Product teams.

Work Conditions/Physical Demands:

• Remote or hybrid work setting requiring dependable internet connectivity.
• Extended periods of computer usage and screen exposure.
• Participation during off-hours or on-call may be necessary during major incident escalations or customer-impacting events.
• Coordination with various time zones and use of virtual communication tools (Teams, Slack, Zoom) may be required.

Equiti is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive company culture. We do not discriminate against candidates or employees based on age, disability, sex, race, gender identity, sexual orientation, religion, national origin, veteran status, or any other legally protected status. The Company is committed to making accommodations to its hiring process to ensure accessibility for individuals with disabilities.