Technical Support Representative - Tier 2 (II)

Technical Support Representative - Tier 2

About Us

TextUs on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a focus on innovation, ease of use, and delivering measurable results, our strategy is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders.

At TextUs, every team member is empowered to make a difference. Our collaborative and data-driven culture, combined with the guidance of a proven leadership team, ensures you have the resources and support to excel. Together, we’re building the future of mobile-first, conversational engagement and redefining what’s possible for businesses and their stakeholders.

About the Role

We are seeking an experienced, knowledgeable and customer-focused Tier 2 Technical Support Representative to join our growing support team. In this role, you will serve as the escalation point for complex technical issues that cannot be resolved by Tier 1 support. 

You’ll apply strong troubleshooting skills, replicate customer-reported issues, and work closely with engineering and product teams to identify root causes and long-term solutions. This role is highly analytical and technical, requiring you to balance deep technical investigation with clear documentation and cross-team collaboration.

You’ll work directly with customers, SMS providers, internal teams, and product specialists to troubleshoot advanced issues, provide solutions, assist with integrations, and ensure an excellent customer experience. 

Internally this role collaborates across all departments from Revenue to Engineering to ensure timely resolution of customer issues while also providing proactive updates to key stakeholders.

 

Core Responsibilities

• Advanced Troubleshooting & Escalation
• Serve as the primary escalation point for Tier I support, resolving complex technical issues requiring deeper expertise.
• Troubleshoot software-related problems including configuration, performance, integration, and usability issues.
• Analyze application logs, error messages, and system behavior to identify potential defects or misconfigurations.
• Replicate and analyze customer-reported issues in test environments.
• Collaboration & Root Cause Resolution
• Partner with Engineering and Product teams to investigate, prioritize, and resolve escalated bugs, defects, or product limitations.
• Assist with TextUs implementations and third-party integrations.
• Identify patterns or recurring issues and escalate them to product management for long-term fixes.
• Provide User Acceptance Testing (UAT) on new releases.
• Documentation & Knowledge Sharing
• Document solutions, workarounds, and known issues in the knowledge base.
• Maintain accurate, detailed tickets in Salesforce Service Cloud, Intercom, or Jira to improve support efficiency.
• Provide feedback and training to Tier I team members to improve first-contact resolution rates.
• Customer Communication & Service Excellence
• Deliver exceptional customer service with a balance of technical accuracy and empathy.
• Ensure timely communication and proactive status updates with customers and stakeholders.
• Represent customer needs and feedback internally to enhance the overall product and support experience.

WHO YOU ARE

• Technical Expertise
• 3–5 years of technical support experience, ideally in SaaS.
• Strong troubleshooting, analytical, and root cause analysis skills.
• Familiarity with APIs, integrations, debugging tools, and system monitoring.
• Exposure to SMS, ATS, or CRM platforms is a plus.
• Customer-Centric Mindset
• Exceptional written and verbal communication skills with the ability to tailor technical language to different audiences.
• Calm, professional demeanor under pressure with a strong focus on customer satisfaction.
• Attention to Detail
• High attention to detail with the ability to manage multiple complex cases.
• Strong organizational and time management skills in a remote environment.
• Collaboration & Growth
• Thrives in a collaborative, cross-functional environment.
• Shares knowledge and invests in the success of peers.
• Proactively seeks feedback and opportunities for continuous improvement.
  
  

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