Tier 2 Support Engineer | REMOTE

Tier 2 Support EngineerRemote, Full-time, Mon-FriApply here: https://operationsarmy.com/applicationWe are looking for a highly technical, detail-oriented professional to join our Customer Support team as a Tier 2 Support Engineer. This role sits at the intersection of support, product, and engineering, owning advanced troubleshooting, root-cause analysis, and cross-functional issue resolution for our Unify platform and its integrations. You will serve as a technical escalation point for Tier 1 support and post-sales teams, ensuring customer-impacting issues are triaged quickly, documented clearly, and routed appropriately. You will also contribute to system reliability by identifying patterns, surfacing product gaps, and improving internal tooling, documentation, and workflows. This is an ideal role for someone comfortable debugging across APIs, integrations, and data pipelines in a fast-moving SaaS environment.What You'll DoOwn Tier-2 EscalationsTriage and resolve complex technical issues escalated from Tier 1, AM, and PGS teamsReproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-relatedProvide clear interim updates and technical summaries for customer-facing teamsDebug Integrations and Data FlowsInvestigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions)Validate API calls, troubleshoot CRM setups, webhook activity, and data transformationsPartner with engineering to confirm expected vs. actual system behaviorIncident & Bug ManagementCreate structured bug reports with reproducible steps, logs, and impact assessmentsClassify severity and coordinate with engineering on prioritization and resolution timelinesTrack issues through resolution and communicate status to stakeholdersOperational Tooling & DocumentationBuild and maintain advanced troubleshooting guides and internal runbooksDocument known issues, workarounds, and diagnostic stepsImprove internal knowledge base and escalation workflowsProduct Feedback LoopIdentify recurring failure points, friction, or reliability risksTranslate ticket patterns into actionable product insightsPartner with product and engineering on long-term fixes and preventative improvementsProcess & Systems ImprovementOptimize support workflows, tagging, and escalation pathsContribute to SLA adherence, response-time tracking, and resolution metricsHelp design scalable support infrastructure as volume growsWhat You'll NeedExperience3–5 years of experience in technical support, solutions engineering, or operations roles in a SaaS environmentExperience troubleshooting APIs, integrations, or data pipelinesStrong debugging skills across logs, system behavior, and configuration layersExperience writing technical documentation and internal runbooksFamiliarity with support platforms (Zendesk, Intercom, Pylon, etc.)Experience partnering closely with engineering and product teamsTechnical SkillsStrong analytical troubleshooting and root-cause analysisComfortable reading logs, API responses, and system dataProficiency with spreadsheets and basic SQL for investigationsUnderstanding of SaaS architectures, integrations, and sync behaviorAbility to distinguish user error vs. system defect vs. configuration issueCore CompetenciesClear, technical written communicationStructured problem solving and documentationStrong prioritization across multiple escalationsAbility to translate technical findings into customer-friendly explanationsSystems thinking and a process improvement mindsetIf you're passionate about solving complex technical problems and improving the customer experience in a fast-paced SaaS environment, we'd love to hear from you!Apply here: https://operationsarmy.com/applicationOriginally posted on Himalayas