Tier 2 Technical Support

Job Summary

We are seeking a Tier 2 Technical Support fully remote professional for a temp-to-hire opportunity. This role is ideal for a customer-focused technical support specialist who enjoys solving complex issues, supporting external clients, and serving as the bridge between Tier 1 support and engineering or development teams.

In this Tier 2 Technical Support role, you will work in a collaborative, fast-growing EdTech environment where cross-functional teamwork, clear communication, and resourceful problem-solving are highly valued. The team offers a supportive structure with opportunities to partner with Engineering, Product, Sales, and other support groups while building deeper technical expertise. This is a strong opportunity for someone who wants to grow beyond basic help desk support and contribute to a high-impact client experience.

Key Responsibilities

- Handle escalated Tier 1 support tickets involving complex technical issues such as system bugs, report display errors, access problems, and cross-platform compatibility concerns.
- Perform remote troubleshooting for external clients across Windows, macOS, iOS, and Android environments.
- Respond to real-time Tier 1 support questions through Teams chat to help de-escalate issues before they become formal tickets.
- Escalate unresolved technical issues to Tier 3 engineering or development teams and proactively track follow-ups through resolution.
- Translate developer-level technical information into clear, actionable guidance for non-technical end users.
- Collaborate with Engineering, Product, Sales, and support teams while staying current on operating system updates and platform changes.

Compensation and Benefits

- Pay: $18 per hour.
- Job type: Temp-to-hire.
- Schedule: Monday through Friday, 9 AM to 6:00 PM 
- Location eligibility: Open 

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

Required Qualifications and Skills

- Troubleshoot escalated technical support tickets beyond basic password resets or account lockouts.
- Support external clients through email, ticketing platforms, remote access tools, and clear written communication.
- Coordinate technical escalations with engineering or development teams and manage follow-up activity independently.
- Interpret technical findings and convert them into simple, customer-friendly instructions.

- 1 to 2 years of relevant technical support experience, preferably in a Tier 2 or escalated support environment.
- Experience troubleshooting across multiple operating systems, including Windows, macOS, iOS, and Android.
- Experience using a ticketing system such as ServiceNow or a similar platform.
- Strong written communication skills with the ability to communicate professionally and precisely with customers.
- Resourceful problem-solving ability and confidence investigating unfamiliar technical issues.
- Ability to work independently, prioritize tickets, manage follow-ups, and stay organized without constant direction.
- Experience supporting external clients in a customer-facing technical support role.

Preferred Qualifications

- Familiarity with remote proctoring or testing platforms such as Respondus or Proctorio.
- Background supporting EdTech, SaaS, learning management systems, or similar web-based platforms.
- Comfort working across multiple departments and internal stakeholders simultaneously.
- Interest in growing technical troubleshooting skills within a collaborative support and product environment.