Tier II Technical Product Support

3 Weeks ago • All levels • Product

Job Summary

Job Description

Neostella is seeking a Tier II Product Support specialist to provide technical assistance for complex issues escalated from the Tier I team. Responsibilities include identifying, troubleshooting, and resolving system performance, connectivity, and software-related problems. The role involves analyzing logs and metrics to ensure application health, escalating critical issues to development or infrastructure teams, and creating technical documentation and knowledge base articles. The candidate will stay current with product knowledge and changes to effectively support applications, and identify opportunities to enhance customer experience by providing feedback to product and development teams. This is a great opportunity to join a fast-paced startup with significant growth potential.
Must have:
  • Provide technical support for complex issues
  • Troubleshoot system performance and connectivity issues
  • Analyze logs and metrics
  • Escalate issues to development/infrastructure teams
  • Create technical documentation and knowledge base articles

Job Details

At Neostella, we take a customer-centric approach and use cutting-edge technologies to deliver solutions to meet the unique needs of our clients’ business. Our offerings include Neodeluxe Legal Solutions, Work-Relay process and workflow solutions for Salesforce, Robotic Process Automation, and Application Integration. In order to continue our growth, we are seeking someone for Tier II Product Support! By joining our team, you’ll work in a fast-paced, rapidly growing, startup environment.  By joining our team, you’ll work in a fast-paced, rapidly growing, startup environment. The growth potential and opportunities here are endless and we want you to be a part of our journey. Curious what your day would look like as a Tier II Product Support? Check out the details below!

Key Responsibilities:

  • Provide technical support for complex issues escalated by Tier I Product support team
  • Identify, troubleshoot, and resolve system performance, connectivity, and software-related issues
  • Analyze logs and metrics to help identify application health and proactively identify problems
  • Collaborate with and escalate more severe issues to development or infrastructure team
  • Create and maintain technical documentation and knowledge base articles
  • Stay up-to-date with product knowledge and changes to effectively support applications
  • Identify opportunities for improving customer experience and provide feedback to the product and development teams

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About The Company

Guadalajara, Jalisco, Mexico (Hybrid)

Guadalajara, Jalisco, Mexico (Hybrid)

Medellín, Antioquia, Colombia (Hybrid)

Milwaukee, Wisconsin, United States (Hybrid)

Medellín, Antioquia, Colombia (Hybrid)

Medellín, Antioquia, Colombia (Hybrid)

Chicago, Illinois, United States (On-Site)

Chicago, Illinois, United States (On-Site)

Colombia (On-Site)

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