Technology Support Representative II

Job Description

The Technology Support III role owns complex technical issues and incidents end‑to‑end, ensuring system stability, risk mitigation, and customer trust. This role applies advanced diagnostics and systems thinking while leading incident triage, coordinating cross‑functional response, and serving as the primary bridge between GlobalCare and Engineering, Product, and Platform teams. The position plays a critical role in translating technical findings into business impact and institutionalizing learning across the support model.

Main Responsibilities

• Own complex issues and incidents end‑to‑end, ensuring stability, risk mitigation, and customer trust
• Lead incident triage and coordination, driving urgency, clarity, and accountability across teams
• Apply systems thinking and advanced diagnostics to identify root cause and prevent recurrence
• Act as the primary liaison between GlobalCare and Engineering, Product, and Platform teams, influencing priorities and outcomes
• Translate technical findings into business impact, trends, and actionable insights
• Maintain clear, consistent communication with all stakeholders throughout the incident lifecycle
• Build and maintain knowledge base articles
• Coach teams in real time during active incidents to improve capability and outcomes

Qualifications:
Qualifications

• Bachelor’s degree preferred; equivalent experience considered
• Demonstrated experience supporting complex technical environments
• Advanced troubleshooting and diagnostic skills
• Experience leading or coordinating incident response
• Strong ability to communicate technical concepts in business terms
• Experience collaborating with Engineering, Product, or Platform teams
• Proven experience in technical writing, content creation, or writing online help/knowledge base articles.

Additional Information

Benefits:
• Paid Holidays and Vacation
• Medical, Dental & Vision benefits that start on the first day of employment
• No-cost mental health support for employee and dependents
• Childcare tuition discounts
• No-cost fitness, nutrition, and wellness programs
• Fertility benefits
• Adoption assistance
• 401k matching contributions
• 15% off the purchase price of stock
• Company bonus

All your information will be kept confidential according to EEO guidelines.