Level 2 Technical Support Specialist

About the Role

We're looking for a Customer Support Team Lead to serve as the technical expert and go-to resource for complex customer issues. This is a senior individual contributor role, not a people management position. You'll help customers solve technical problems, improve support processes, build knowledge resources, and partner closely with Product and Engineering teams.

What You'll Do

• Provide expert-level support for complex customer and technical issues
• Troubleshoot SaaS platform, configuration, integration, and API-related problems
• Serve as the escalation point for the support team
• Build and maintain knowledge base articles, FAQs, troubleshooting guides, and support documentation
• Document bugs and collaborate with Product and Engineering on issue resolution
• Improve support processes, workflows, and customer experience
• Deliver exceptional customer service while supporting business-critical operations

What We're Looking For

• 3-5 years of experience in technical support, customer support, implementation support, or SaaS support
• Experience troubleshooting complex technical issues beyond scripted support
• Strong understanding of SaaS applications, data flows, configurations, and integrations
• Familiarity with REST APIs, webhooks, and basic integration troubleshooting
• Experience with CRM platforms (HubSpot preferred) and ticketing systems
• Ability to create and improve documentation, knowledge bases, and support processes
• Excellent communication skills with the ability to explain technical concepts clearly
• Strong problem-solving, investigative, and customer-facing skills

Preferred Qualifications

• Bachelor's degree in Information Systems, Business, Operations, or related field (or equivalent experience)
• HubSpot Service Hub Certification (required within 90 days of hire)
• Experience supporting enterprise or mid-market B2B customers
• Background in fleet technology, telematics, logistics software, asset tracking, IoT, or industrial SaaS is highly preferred

Why Join Us?

• Be a founding member and key leader of the support organization
• Help build support processes, documentation, and best practices from the ground up
• Make a direct impact on customer success and product improvement
• Work cross-functionally with Customer Success, Product, and Engineering teams