Role Mission:
To act as the core investigation and problem-solving engine for the support team. This role is responsible for conducting in-depth troubleshooting of complex technical issues escalated from Tier 1, identifying the root cause, and either resolving the issue or providing the engineering team with the detailed analysis needed for a bug fix.

Key Responsibilities:

Escalation Point: Take ownership of complex technical issues escalated from the Tier 1 team that require advanced investigation.
Root Cause Analysis: Perform deep-dive troubleshooting to identify the source of application, network, and configuration issues.
Issue Replication: Replicate client-reported issues in a controlled test environment to isolate bugs and verify system behavior.
Bug & Feature Escalation: Collaborate with the Business Analyst and Engineering teams to write clear, detailed bug reports and provide context for potential feature enhancements.
Documentation & Process Improvement: Develop and refine support documentation, runbooks, and knowledge base articles for complex issues, empowering the Tier 1 team and improving overall resolution time.
Client Communication: Communicate technical workarounds and resolutions to clients in a clear, understandable manner when required.

Requirements

3+ years in a technical support role, with at least one year in a Tier 2, escalation, or application support capacity.

Demonstrated expertise in troubleshooting complex software application issues.
Strong analytical and persistent problem-solving skills are essential.
Experience supporting SaaS products.
Familiarity with concepts like APIs, databases (e.g., MongoDB), and cloud infrastructure (e.g., GCP) is highly desirable.
Ability to work independently and manage investigations with minimal supervision.
Excellent written and verbal communication skills in English.

Benefits

Work remotely Monday - Friday, 40 hours a week (no weekends)
Vacation: 10 business days a year
Holidays: 5 National Holidays a year
Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
Parental Leave
Health Care Reimbursement
Active Lifestyle Reimbursement
Quarterly Home Office Reimbursement
Payroll Deduction Purchase Plans
Longevity Bonus
Continuous Learning Bonus
Access to Training and Professional Development Platforms
Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

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