Tier 2 Senior Technical Support Specialist

As a Tier 2 Senior Technical Support Specialist (APAC) at Diligent, you will provide exceptional support to customers, including Fortune 500 companies, for GRC software solutions. This role involves investigating escalated cases, liaising with Tier 1, escalating priority issues to development, and contributing to product documentation and knowledge base maintenance. You will also conduct training for new hires and ensure timely resolution of cases, leveraging your technical expertise and customer-centric attitude.

Must Have

• Further investigate escalated cases and liaise with Tier 1 if more information is required.
• Identify and escalate priority issues to development and Services as required.
• Assist in creating and verifying product documentation and ensure accuracy and maintenance of our Knowledge Base.
• Hold Q&A sessions with Tier 1 to ensure knowledge is being transferred and cases are being resolved in a timely manner.
• Document support activities, customer issues and resolutions for reference purposes.
• Develop training materials and conduct training for new hires.
• Achieve and exceed core role targets as outlined by the management team.
• 3-5 years of experience of phone-based Software Application/Technical Support or call centre experience supporting end users.
• A minimum of 12 months of experience working in Tier 1 Highbond / 3PM.
• Candidate must possess expertise in at least two products, with primary expertise in Highbond and secondary expertise in 3PM.
• Excellent problem-solving skills and technical aptitude.
• Working knowledge of Salesforce, Ring Central, JIRA applications.
• Superb communication and customer handling skills.
• Ability to think on your feet in a highly demanding and fast-moving environment.

Good to Have

• Prior experience troubleshooting web applications across various platforms, including Windows, Android, and iOS.
• Genuine interest in technology (gaming, coding, software, etc.) and experience solving technical issues.

Perks & Benefits

• Flexible work environment
• Global days of service
• Comprehensive health benefits
• Meeting free days
• Generous time off policy
• Wellness programs
• Global team presence (offices in multiple cities)
• Diversity and inclusion initiatives (Employee Resource Groups, resources/education)

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you’re not just building the future - you’re an agent of positive change, joining a global community on a mission to make an impact.

Learn more at diligent.com or follow us on LinkedIn and Facebook

Position Overview:

As a Tier 2 Senior Technical Support Specialist (APAC), you will provide an exceptional level of support to customers across all industries, including many Fortune 500 companies. You will get to dig deep into an exciting GRC software solution and be a trusted partner to our clients by providing hands on technical expertise. Your passion for technology combined with a hunger to learn, and a customer-centric attitude will make you successful in this role.

Internal Only: Must have Highbond and 3PM experience for at least 12 months and this role needs to work on APAC shift - 8:00 AM - 5PM IST

Key Responsibilities

• Further investigate escalated cases and liaise with Tier 1 if more information is required.
• Identify and escalate priority issues to development and Services as required.
• Assist in creating and verifying product documentation and ensure accuracy and maintenance of our Knowledge Base.
• Hold Q&A sessions with Tier 1 to ensure knowledge is being transferred and cases are being resolved in a timely manner.
• Document support activities, customer issues and resolutions for reference purposes.
• Develop training materials and conduct training for new hires.
• Achieve and exceed core role targets as outlined by the management team.
• Ad hoc duties as required.

Required Experience/Skills

• 3-5 years of experience of phone-based Software Application/Technical Support or call centre experience supporting end users.
• A minimum of 12 months of experience working in Tier 1 Highbond / 3PM.
• Candidate must possess expertise in at least two products, with primary expertise in Highbond and secondary expertise in 3PM.
• Role model the Diligent values of Championing Modern Governance and Driving Client Impact. Be an example of the positive, customer focused attitude the wider team should emulate.
• Excellent problem-solving skills and technical aptitude.
• Working knowledge of Salesforce, Ring Central, JIRA applications.
• Superb communication and customer handling skills.
• Ability to think on your feet in a highly demanding and fast-moving environment.

Preferred Experience/Skills

• Prior experience troubleshooting web applications across various platforms, including Windows, Android, and iOS.
• Genuine interest in technology (gaming, coding, software, etc.) and experience solving technical issues.

What Diligent Offers You

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.