Level 2 Technical Support Specialist -US Remote
Job Description
Key Responsibilities
- 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.
Requirements
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.
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.
Certifications
- CJIS certification is required for this role. If not currently certified, candidates must obtain the certification within 90 days of hire. Genasys will cover all costs associated with certification and provide support for preparation and study time.
Preferred Qualifications
- Bilingual in English and Spanish, with the ability to provide support in both languages.
- Experience with mass communication tools (e.g., Everbridge, Code Red, Blackberry AtHoc).
- Background in or familiarity with emergency management or public safety.
About Genasys
At Genasys we’re a motivated team of practitioners working together to address the public safety risks of climate change specifically as it relates to evacuation management and alert systems. We’re based in the San Diego, CA but are a distributed team hailing from many parts of the globe all with the shared desire to create paths to safety for our customers. That is a responsibility we take seriously and is reflective in our core values of building trust, thinking big, and saving lives with technology. Come join us.
Genasys is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Posted by ApplicantPro