The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders. Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.

Armed with this knowledge, these experts act as an informal escalation point for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers. This role ...