Technical Support Specialist II - Remote Eligible

Tier 2 Product Support Specialist

As a Tier 2 Product Support Specialist, you'll serve as a key escalation point for resolving complex technical and product-related issues raised by our members. Sitting within the Member Support organization (MCA), this role combines deep product knowledge with strong troubleshooting skills and a member-first mindset. You'll work cross-functionally with the internal Product and Technical Support team within MCA to resolve issues, advocate for improvements, and support a seamless member experience.

What you'll do:

• Serve as a subject matter expert for Tier 2-level technical issues that cannot be resolved by frontline support agents.
• Troubleshoot bugs, data discrepancies, app crashes, login issues, and other tech-related concerns.
• Collaborate with the internal Product and Technical Support team within MCA to reproduce, and document bugs and platform issues.
• Help inform clear internal documentation for known issues, workarounds, and escalation workflows via Macros, Internal Knowledge Base articles and member-facing FAQ.
• Communicate technical information to members in a clear, empathetic, and non-technical way.
• Flag recurring issues or themes and partner with internal Product and Technical Support team to identify root causes and recommend product or process improvements.
• Help inform training opportunities for frontline agents on new product features, tools, and troubleshooting techniques.
• Manage and respond to escalations from internal teams (e.g., frontline agents, QA, Client Success) within defined SLAs.
• Contribute to continuous improvement efforts for internal workflows, member experience, and team efficiency.

What we expect from you:

• 2–4 years of experience in a customer support or technical support operations role.
• Strong troubleshooting and problem-solving skills, ideally with experience supporting software or digital platforms.
• Excellent written and verbal communication skills — able to explain complex topics in simple, member-friendly terms.
• Experience using support tools (e.g., Zendesk, Jira, or similar).
• Detail-oriented with a strong ability to document and relay technical information accurately.
• Empathy-driven mindset with a passion for helping others and improving the user experience.
• Ability to thrive in a fast-paced, cross-functional environment and manage competing priorities.

What you'll get in return:

• Full-time employment.
• Competitive compensation based on experience.
• A dedicated wellness program, including support from an in-house psychologist.
• Attractive benefits package including medical, dental, and vision options based on location.
• Access to free posture-based fitness workouts from home.
• Paid Sabbatical Leave.
• Training opportunities provided by PartnerHero and outside entities.
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.

Company Culture Is At Our Core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change.
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues.

Crescendo is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

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