> Markdown version of [/jobs/ext/4251211-tier-2-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/4251211-tier-2-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Tier 2 Technical Support Specialist

- **Company:** The Midtown Group
- **Location:** United States (Remote available)
- **Salary:** $56,160.0 - $66,560.0
- **Contract:** Contract
- **Skills:** Microsoft Windows, Macintosh Computers, Linux, Issue Tracking Systems, Data Logging
- **Published:** October 25, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=2630dfc0214540a1

## About the Role

* Bachelor's Degree from an accredited university in an Information Technical field.
 * A minimum of one (1) year of customer service experience, preferably remote telephonic support.
 * Strong English oral and written communication skills
 * High attention to detail.
 * Excellent time management.
 * Quiet dedicated workspace.
 * Able to work in a fast-paced setting.
 * Self-driven with a strong sense of accountability.

**OR

 * Bachelor's Degree from an accredited university.
 * Three (3) or more years of direct experience supporting SaaS (Software as a Service) products/customers.
 * Strong knowledge of networking principles to aid with basic troubleshooting.
 * Proficient in applying technical troubleshooting framework to identify root causes.
 * Three (3) or more years of telephone, email and chat technical customer support.
 * High attention to detail.
 * Excellent time management.
 * Quiet dedicated workspace.
 * Able to work in a fast-paced setting.
 * Self-driven with a strong sense of accountability.

## Description

* Provide problem resolution for all system requests escalated by the Tier I Help Desk or Program Management teams in an accurate and timely manner.
 * Ability to quickly ramp up and understand the technical functionality, processes, and underpinnings of the applications.
 * Ability to support installation and troubleshooting on both desktop (i.e., Macs, Linux, and Windows) and mobile (i.e., iPad and Chromebook) devices; problem/incident recording, and problem resolution/escalation.
 * Provide accurate and timely logging of issues and resolutions in the 8x8 ticketing system.
 * Ability to interact with external users to obtain and convey concise problem information in a professional manner by phone or email.
 * Help resolve user-reported problems in adherence with established procedures and policies for the handling of support cases.
 * Maintain regular communication with all stakeholders to keep them informed of progress to resolve all outstanding issues.