Tier II Technical Product Support
Job Description
- 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
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
