Level 2 Technical Support Specialist -US Remote

at  Genasys Inc

Genasys is seeking a skilled and proactive Level 2 Technical Support Specialist to join our support team. In this role, you will provide advanced troubleshooting and escalation support for complex technical issues, working closely with Level 1 support, engineering, and product teams to ensure a high standard of service. The ideal candidate has strong technical expertise, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

REQUIRED SKILLS & QUALIFICATIONS

• Associate’s degree or equivalent experience in IT, Computer Science, or a related field.
• 2+ years of experience in customer support, technical support, or a similar role within a SaaS or technology company.
• Strong troubleshooting skills and a solid understanding of technical concepts, software applications, and system functionality.
• Excellent verbal and written communication skills.
• Familiarity with CRM systems (e.g., HubSpot) and ticket management tools (e.g., Jira) is preferred.
• Ability to work independently and as part of a team.
• Comfortable working in a fast-paced environment with strong attention to detail and accuracy.

Work Schedule and On-Call Requirements This position requires flexibility, including some weekend and after-hours work as part of a rotational on-call shift to ensure 24/7/365 coverage for our customers. During the on-call rotation, you will be expected to:

• Respond to critical customer issues outside of regular business hours, including nights, weekends, and holidays as scheduled.
• Ensure timely and effective issue resolution within Service Level Agreements (SLAs).
• Collaborate with Level 3 support or Engineering if further escalation is needed

• Provide expert Level 2 technical support to customers via phone, email, and chat.
• Effortlessly communicate effectively with customers to understand their issues, manage expectations, and provide updates on issue status.
• Swiftly diagnose and troubleshoot technical issues related to Genasys SaaS products (ALERT, EVAC, PROTECT, and CONNECT).
• Expertly guide customers through step-by-step solutions, ensuring a clear and positive support experience.
• Collaborate with Level 1 support to offer guidance on issue resolution and best practices.
• Immediately escalate critical or unresolved cases to Level 3 support or engineering as necessary.
• Document troubleshooting steps, resolutions, and recommendations in the ticketing system.
• Assist in building and maintaining technical documentation, including FAQs, troubleshooting guides, and knowledge base articles, to support the team and improve customer self-service options.Participate in training and continuous learning to stay up to date on product features and updates.

Work Schedule and On-Call Requirements This position requires flexibility, including some weekend and after-hours work as part of a rotational on-call shift to ensure 24/7/365 coverage for our customers. During the on-call rotation, you will be expected to:

• Respond to critical customer issues outside of regular business hours, including nights, weekends, and holidays as scheduled.
• Ensure timely and effective issue resolution within Service Level Agreements (SLAs).
• Collaborate with Level 3 support or Engineering if further escalation is needed.