Tier 2 Technical Support

CoCard Business is seeking an experienced Tier 2 Technical Support Engineer to provide advanced technical support for our payment processing, POS, software, and infrastructure environments. This role serves as the primary escalation point for complex technical issues that cannot be resolved by Tier 1 Support. The ideal candidate possesses strong experience supporting Windows-based environments, Microsoft SQL Server databases, IIS web servers, ASP.NET applications, networking infrastructure, and payment technology platforms. This individual will work closely with Operations, Development, Product, and Customer Success teams to diagnose, troubleshoot, and resolve technical issues affecting merchants and internal systems. This is a hands-on technical role requiring strong analytical skills, excellent troubleshooting abilities, and a passion for solving complex technical challenges. Responsibilities: Advanced Technical Support • Serve as the escalation point for Tier 1 support technicians. • Troubleshoot and resolve complex software, hardware, database, and network-related issues. • Perform root cause analysis and implement long-term corrective actions. • Support payment processing applications, POS systems, integrated software platforms, and merchant-facing solutions. • Analyze application logs, system logs, and performance metrics to identify issues. • Work directly with customers, partners, and internal teams to resolve technical incidents. Systems Administration & Infrastructure Support • Support and maintain Windows Server and Windows workstation environments. • Configure and troubleshoot Active Directory, user permissions, group policies, and system access. • Monitor system performance and identify opportunities for optimization. • Troubleshoot network connectivity, VPN, firewall, DNS, DHCP, and routing issues. • Support cloud-hosted and on-premise environments. Application & Database Support • Support web-based applications hosted in Microsoft IIS environments. • Troubleshoot ASP.NET applications and web services. • Analyze application errors and coordinate with development teams for bug resolution. • Execute SQL queries for troubleshooting, reporting, and data validation. • Assist with database maintenance, performance analysis, and issue resolution. • Investigate application integrations and API-related issues. Documentation & Process Improvement • Create and maintain technical documentation, knowledge base articles, and troubleshooting guides. • Document root cause findings and resolution procedures. • Assist in developing support standards, workflows, and escalation procedures. • Identify recurring issues and recommend process improvements. On-Call Support • Participate in after-hours and weekend on-call rotations. • Respond to critical production incidents and system outages. • Coordinate incident response and communication during major service interruptions. Technical Requirements Required Experience Candidates must demonstrate a strong working knowledge of the following areas: Microsoft Technologies • Windows 10 and Windows 11 administration and troubleshooting • Windows Server administration • Microsoft IIS (Internet Information Services) • Active Directory • Group Policy Management • Microsoft Office 365 Administration Database Technologies • Microsoft SQL Server • SQL query development and troubleshooting • Database backup and recovery concepts • Data validation and reporting • Stored procedures and basic database performance analysis Application Support • ASP.NET Framework applications • ASP.NET 4.5/4.8 environments • Web application troubleshooting • API integrations and web services • Application log analysis Networking • TCP/IP • DNS • DHCP • VPN Connectivity • Firewalls • Routers and Switches • Wireless Networking Additional Technologies Preferred • PowerShell scripting • REST APIs • Azure or AWS environments • Remote monitoring and management tools • CRM and Ticketing Systems • POS and payment processing platforms Qualifications: • 3–5+ years of Tier 2 Technical Support, Systems Administration, or Application Support experience. • Strong troubleshooting and analytical skills. • Experience supporting business-critical software applications. • Ability to read logs and diagnose application-level issues. • Excellent written and verbal communication skills. • Ability to prioritize and manage multiple technical issues simultaneously. • Experience working in a fast-paced technology or fintech environment preferred. Preferred Qualifications • Experience within the payment processing, fintech, banking, or POS industries. • Microsoft certifications. • CompTIA A+, Network+, Security+, or equivalent certifications. • Experience supporting SaaS platforms. • Bilingual (Spanish) is a plus. Compensation: $24 - $32 hourly • Advanced Technical Support • Serve as the escalation point for Tier 1 support technicians. • Troubleshoot and resolve complex software, hardware, database, and network-related issues. • Perform root cause analysis and implement long-term corrective actions. • Support payment processing applications, POS systems, integrated software platforms, and merchant-facing solutions. • Analyze application logs, system logs, and performance metrics to identify issues. • Work directly with customers, partners, and internal teams to resolve technical incidents.Systems Administration & Infrastructure Support • Support and maintain Windows Server and Windows workstation environments. • Configure and troubleshoot Active Directory, user permissions, group policies, and system access. • Monitor system performance and identify opportunities for optimization. • Troubleshoot network connectivity, VPN, firewall, DNS, DHCP, and routing issues. • Support cloud-hosted and on-premise environments.Application & Database Support • Support web-based applications hosted in Microsoft IIS environments. • Troubleshoot ASP.NET applications and web services. • Analyze application errors and coordinate with development teams for bug resolution. • Execute SQL queries for troubleshooting, reporting, and data validation. • Assist with database maintenance, performance analysis, and issue resolution. • Investigate application integrations and API-related issues.Documentation & Process Improvement • Create and maintain technical documentation, knowledge base articles, and troubleshooting guides. • Document root cause findings and resolution procedures. • Assist in developing support standards, workflows, and escalation procedures. • Identify recurring issues and recommend process improvements.On-Call Support • Participate in after-hours and weekend on-call rotations. • Respond to critical production incidents and system outages. • Coordinate incident response and communication during major service interruptions.Technical RequirementsRequired ExperienceCandidates must demonstrate a strong working knowledge of the following areas:Microsoft Technologies • Windows 10 and Windows 11 administration and troubleshooting • Windows Server administration • Microsoft IIS (Internet Information Services) • Active Directory • Group Policy Management • Microsoft Office 365 AdministrationDatabase Technologies • Microsoft SQL Server • SQL query development and troubleshooting • Database backup and recovery concepts • Data validation and reporting • Stored procedures and basic database performance analysisApplication Support • ASP.NET Framework applications • ASP.NET 4.5/4.8 environments • Web application troubleshooting • API integrations and web services • Application log analysisNetworking • TCP/IP • DNS • DHCP • VPN Connectivity • Firewalls • Routers and Switches • Wireless NetworkingAdditional Technologies Preferred • PowerShell scripting • REST APIs • Azure or AWS environments • Remote monitoring and management tools • CRM and Ticketing Systems • POS and payment processing platforms CoCard Business