Senior Tier 2 Support Specialist — Complex SaaS Issues

Role Overview The Customer Support Tier 2 Specialist supports 1-2 specialized brands within the division, resolving escalated and technically complex issues that Tier 1 cannot handle. This role requires strong troubleshooting skills, comfort with logs and diagnostic tools, and the judgment to work through ambiguous, multi-step problems. Key Responsibilities: Own escalated tickets from Tier 1 for 1-2 assigned brands, including configuration issues, data discrepancies, and non-standard troubleshooting Investigate, diagnose, and troubleshoot complex technical issues across the assigned application(s) Analyze application logs, error messages, and system behavior to identify root cause Reproduce defects and clearly document findings for engineering and product teams Escalate to the Universal Specialist when an issue requires cross-brand or multi-divisional technical depth Mentor Tier 1 staff on troubleshooting technique and product knowledge Maintain and improve knowledge base content based on escalation patterns Handle PHI in accordance with HIPAA and internal data handling policies Success in this role looks like: Efficient resolution of complex, brand-specific support issues Clear, actionable handoffs to engineering/QA and to the Universal Specialist when needed Identification of recurring issues and contribution to preventative fixes Strong coaching impact on Tier 1 staff What Will Help You Succeed A naturally curious and investigative mindset Strong attention to detail, with a focus on quality and accuracy Comfort working with ambiguity and incomplete information A proactive, self-driven approach with strong ownership of issues Qualifications Required Qualifications: Demonstrated troubleshooting ability with software platforms, including logs and edge cases Strong communication skills with both technical and non-technical audiences Ability to learn and apply HIPAA and data handling requirements Preferred Qualifications: Background in QA or software testing Experience with bug tracking systems (Jira, Azure DevOps, or similar) Basic understanding of APIs and tools like Postman Exposure to SQL for data investigations Experience supporting SaaS or healthcare technology products Health Insurance : individual policy, employer/employee shared cost Teladoc : included in health insurance Flexible Spending Accounts : employee paid Disability Insurance : Short Term Disability-employer paid; Long Term Disability-employee paid Life Insurance : $50,000 employer paid, additional employee paid Accident Care : employee paid Critical Care : employee paid Dental Insurance : employee paid Vision Insurance : employee paid Legal & ID Shield : employee paid Pet Insurance : employee paid Paid Time Off (PTO 401k Retirement Plan : employee paid Employee Assistance Program (EAP): employer paid Paid Holidays Any offers of employment are contingent upon the successful completion of a background check. LivTech is committed to creating a diverse environment and is proud to be an equal opportunity employer. #J-18808-Ljbffr LivTech