Technical Support Operations Specialist (Tier 2 / Lead)

This is not a traditional desk-bound management role, but rather a hands-on, high-impact position for a seasoned professional who can take ownership of the entire support lifecycle. You will be responsible for actively managing the ticket queue, ensuring rapid and accurate response times, triaging and dispatching issues to the appropriate departments and individuals, as well as maintaining rigorous follow-through until resolution.

When critical situations arise, you won’t just coordinate-you’ll step right in to assist, leveraging your technical background in web hosting and systems administration to ensure our clients receive the exceptional service for which Tier.Net is known., * Ticket Queue Ownership: Monitor, manage, and triage incoming support tickets, ensuring accountability, proper prioritization, and prompt communication.

• Triage & Dispatch: Accurately evaluate technical issues and route them to the appropriate individuals or departments for efficient resolution.
• End-to-End Follow-Up: Act as the quality assurance anchor for support interactions, tracking tickets from initial inquiry to final closure and ensuring client satisfaction.
• Operational Oversight: Assist with daily support operations to guarantee clients are getting the high-touch support they need.
• Critical Incident Intervention: Step in proactively during critical or escalated support scenarios to provide hands-on troubleshooting and guidance.
• Direct Client Engagement: Communicate professionally and effectively with clients, blending deep technical acumen with top-tier customer service skills.

• Extensive Industry Experience: A background within the tech and web hosting fields, combining advanced technical know-how with a proven track record of stellar customer service delivery.
• Systems Administration Expertise: Hands-on sysadmin experience with a high-level understanding of hosting environments, Linux distributions, and Windows Server environments.
• Platform Familiarity: Direct experience working with industry-standard hosting platforms and automation tools, including cPanel/WHM. (WHMCS is a distinct plus).
• Operational Mindset: Exceptional organizational skills with the ability to multitask, prioritize under pressure, and keep a fast-moving support ecosystem running smoothly.
• Communication Skills: Clear, empathetic, and authoritative communication style capable of de-escalating complex situations and guiding both clients and technical staff.

This position is available at our administrative offices in Binghamton, New York. We are a technology-driven and rapidly expanding company, offering a comfortable work environment with opportunities for advancement.

Tier.Net offers shared, VPS, reseller, dedicated, and colocation hosting services for businesses of all sizes. In addition to our sales and support offices located in New York, Texas, and Florida, Tier.Net operates in data centers strategically located throughout the United States including California, Iowa, Nevada, North Carolina, Oregon, Texas, New York, and Virginia.

Compensation includes base salary along with bonus earnings potential., * Flexible schedule

• Paid time off
• Retirement plan