{"id":3398090,"url":"https://alion.io/job/side-technical-support-representative-tier-2","title":"Technical Support Representative - Tier 2","company":{"id":174761,"name":"Side","domain":"side.inc","url":"https://alion.io/company/side-4","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":97,"open_postings":36,"ghost_share":0,"stale_share":0.139,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Slack","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-10-28T13:16:47Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-29T18:26:16Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"We are looking for a Technical Support Specialist - Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time.\nIn this role, you will:\nManage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations.\nInvestigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.\nAdd, update, and remove Admin Dashboards and manage customer platform access.\nDiagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues.\nTroubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.\nAnalyze authentication and SSO logs to identify the root cause of access failures.\nTroubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues.\nDiagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues.\nReview TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required.\nPartner with Support Engineering and Engineering teams to investigate complex customer issues and technical defects.\nRoute technical escalations to the appropriate engineering squad based on product area, impact, and severity.\nCreate detailed Jira tickets for bugs, including reproduction steps, expected versus actual behavior, relevant logs or screenshots, environment details, and customer impact.\nFollow up on engineering escalations until the issue is resolved and the resolution is confirmed with the customer.\nImmediately escalate critical platform-down or outage incidents and keep relevant stakeholders informed until service is restored.\nCollaborate with Engineering to investigate assessment defects and validate fixes.\nCreate and configure customer workshops and manage changes to scheduled workshops.\nGather customer product feedback and share actionable insights with Product and Engineering teams.\nIdentify recurring technical issues and trends and escalate them for further investigation.\nParticipate in monthly Support Engineering syncs to review open issues, trends, and process improvements.\nAttend biweekly CESO Tier 1 Release Enablement sessions to stay current on product releases and help prepare the support team for upcoming changes.\nRequirements\n3+ years of experience in technical support or a similar customer-facing technical role, preferably within a B2B SaaS environment.\nExperience supporting enterprise customers and managing complex technical issues through resolution.\nHands-on experience with customer administration, access management, and user provisioning.\nWorking knowledge of identity and authentication technologies, including SAML 2.0, OAuth, and OpenID Connect (OIDC).\nExperience reviewing authentication or SSO logs and diagnosing access and sign-in failures.\nExperience troubleshooting Google Workspace and Microsoft 365, including administrative consoles and integrations.\nGood technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues.\nUnderstanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.\nAbility to systematically reproduce technical issues and document reproduction steps, screenshots, logs, browser/device information, and other relevant evidence.\nExperience escalating issues to Engineering and creating clear, actionable Jira tickets.\nHands-on experience with Slack, Zendesk, and Jira, including raising and tracking issues with cross-functional teams.\nExperience managing and prioritizing support queues against SLAs.\nStrong logical, analytical, critical-thinking, and problem-solving skills.\nExcellent attention to detail and ability to analyze technical information and data.\nExcellent written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical audiences.\nStrong ownership and follow-through, with the ability to drive issues through to resolution.\nAbility to identify recurring issue patterns and determine when escalation is required.\nAbility to multitask, prioritize, and manage time effectively.\nStrong stakeholder management, interpersonal, collaboration, and teamwork skills.\nStrong focus on quality, consistency, and adherence to defined customer and support guidelines.\nFlexible and adaptable approach in a continuously evolving environment.\nWillingness and flexibility to work rotational shifts.\nBenefits\nOpportunity to work directly with enterprise customers and solve complex technical challenges.\nExposure to SaaS technologies, authentication systems, integrations, networking, and real-time communication platforms.\nHands-on experience working with tools and technologies including Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, SAML, OAuth, OIDC, Microsoft Teams, and Vonage Video API.\nClose collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.\nOpportunity to contribute customer insights and technical feedback that influence product and process improvements.\nRegular exposure to product releases and technical enablement sessions, supporting continuous learning and development.\nOpportunity to develop deeper expertise in enterprise technical support, troubleshooting, incident management, and engineering escalation.\nCollaborative and dynamic working environment with opportunities to take ownership of customer-impacting technical 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now","p_open":1,"p_active":0.993,"p_room":1,"age_days":0,"expected_fill_days":47,"reasons":["conf:0","urgency","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/side-technical-support-representative-tier-2","json_url":"https://alion.io/job/side-technical-support-representative-tier-2.json","meta":{"generated_at":"2026-10-29T19:02:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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