Technical Support Specialist II
Sonicu
Sonicu is a fast-growing wireless sensor and cloud-based computing company headquartered in Indianapolis, IN is looking for a Technical Support Specialist II (Tier 2 Support) to serve as an escalation point for advanced technical and hardware issues. This position is full-time and is a customer-facing role, providing systems and hardware support for multiple clients across compliance-sensitive industries such as healthcare and pharmacy. The role also carries enterprise networking responsibilities, troubleshooting Sonicu device connections on customer networks and helping support Sonicu's internal IT network. Sonicu offers employees unlimited growth potential, a fast-paced work environment in the growing SaaS/Monitoring platform/IoT industry. Technical Support Specialist II (Tier 2) Responsibilities Serve as the escalation point for technical issues escalated from Tier 1 Support, providing advanced troubleshooting, diagnosis, and resolution. Evaluate hardware issues on Sonicu devices (sensors, hubs, and related equipment) to determine root cause and whether an RMA is warranted. Process and complete hardware replacements (RMAs), including configuration, testing, and coordination of shipping and installation. Troubleshoot connectivity issues across customer WiFi, Ethernet, and cellular networks to determine whether a problem originates from Sonicu hardware, the customer\'s network, or configuration. Assist with the support and troubleshooting of Sonicu\'s internal corporate network, including switches, wireless access points, and VPN connectivity. Maintain and update ticket status in CRM by logging all information clearly and entirely. Provide timely resolution of escalated support tickets in accordance with established service level guidelines, including direct communication with customers on complex or sensitive issues. Partner with Tier 1 support to identify recurring issues, provide coaching and knowledge transfer, and reduce repeat escalations. Maintain and contribute to internal and external knowledge base articles, tech tips, and support documentation. Assist with additional duties as directed. #J-18808-Ljbffr
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