Technical Support Specialist (Tier 1-2)

We are one of the fastest growing SaaS companies in the United States. We unite the Three-Tier system in a whole new way by connecting retailers to wholesalers, distributors and suppliers, using the City Hive platform. City Hive is seeking an experienced Technical Support Specialist to join our Tier 2 support team. In this role, you will be responsible for investigating and resolving complex technical issues that require in-depth platform knowledge and troubleshooting expertise. As a Tier 2 specialist, you’ll serve as an escalation point for challenging technical problems while delivering exceptional customer service to our diverse client base—from national brands to local family‑owned businesses. The ideal candidate combines strong technical skills with excellent communication abilities and a passion for problem‑solving. Key Responsibilities Serve as the technical escalation point for complex platform issues that require advanced troubleshooting and system knowledge Perform in-depth technical analysis including log file examination, database queries, and system diagnostics to identify root causes Develop and implement technical solutions for issues related to APIs, integrations, data flows, and platform functionality Create detailed technical documentation of complex issues, including reproduction steps, root cause analysis, and resolution methods Conduct technical configuration reviews to optimize client platform setups and prevent recurring issues Collaborate with engineering teams to isolate and resolve product bugs, providing comprehensive technical context Analyze client-specific technical data to identify optimization opportunities and recommend appropriate solutions Build and maintain a knowledge base of technical solutions for recurring issues to enhance team efficiency Mentor Tier 1 support specialists on technical troubleshooting methodologies and best practices Participate in on‑call rotations for critical technical support needs Technical Requirements 3+ years of technical support experience, preferably in SaaS or e‑commerce environments Strong troubleshooting skills with the ability to methodically isolate and resolve complex technical issues Working knowledge of RESTful APIs, webhooks, and integration principles Proficiency with SQL queries for diagnosing database‑related issues Familiarity with technical logging systems and ability to interpret error messages Knowledge of e‑commerce platforms and common integration points (payment gateways, inventory systems) Ability to use technical diagnostic tools to identify performance bottlenecks Proficiency with AI tools such as ChatGPT, Claude, Midjourney, or similar platforms to enhance productivity and customer support Additional Qualifications Excellent problem‑solving abilities with systematic analytical approach Strong written communication skills for documenting complex technical processes Customer service orientation with ability to explain technical concepts to non‑technical users Self‑starter mentality with ability to manage multiple technical cases simultaneously Experience with technical support tools such as Zendesk, Jira, or similar platforms Background in e‑commerce technologies or retail systems is highly desirable Experience with Zoho products, Google Analytics, and Appcues is beneficial Knowledge of beverage alcohol industry systems and regulations is a plus Key Performance Indicators Technical issue resolution rate and complexity handling metrics Average resolution time for Tier 2 cases Documentation quality and knowledge base contributions Customer satisfaction scores for technical issue resolution First‑contact resolution percentage for escalated issues Knowledge transfer effectiveness to Tier 1 team members Process improvement initiatives implemented Technical feedback provided to product development teams Employment Type Full‑time Department Support Location NYC #J-18808-Ljbffr City Hive