Technical Support Specialist (Tier 2)

The Role: 

Terra Dotta is seeking an experienced and detail-oriented Technical Support Specialist to join our team. As a Technical Support Specialist, you will handle complex customer issues and support tickets requiring in-depth code investigation. You will ensure our clients' satisfaction and success with our software solutions.    

What You Will Do: 

• Investigate, troubleshoot, and resolve complex technical issues related to our software products, diving deep into the code when necessary. 

• Collaborate with the Tier 1 support team to address escalated support tickets, providing expert guidance and assistance. 

• Document customer interactions and resolutions in our Zendesk ticketing system, maintain accurate records, and ensure proper follow-up. 

• Work closely with the development team to identify, report, and resolve software bugs. 

• Contribute to creating and maintaining knowledge base articles, technical documentation, and other support resources. 

• Participate in ongoing training to stay current with product updates, new features, and industry trends. 

• Provide feedback and recommendations to improve product functionality, usability, and performance.   

What You Need to Get it Done: 

• Bachelor's degree in computer science, Engineering, or a related field is preferred. 

• 3-5 years of experience in a technical support or software development role, preferably in a software or technology company. 

• Strong problem-solving skills and the ability to troubleshoot complex technical issues independently. 

• Proficient in programming languages, such as Java, JavaScript, or Python, and experience with web technologies and databases. 

• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users. 

• A customer-centric mindset with a passion for delivering exceptional service and building solid relationships. 

• Familiarity with the Zendesk ticketing system, CRM platforms, and remote support tools. 

• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities. 

What makes us a great place to work? 

• Unlimited paid time off, 13 paid holidays, and unlimited wellness (sick) time off.
• Medical, dental, and vision benefits (Blue Cross Blue Shield) - medical benefits start on day one!
• Company-paid life insurance, short-term & long-term disability.
• 12 weeks paid maternity leave, 4 weeks paid paternity leave.
• Automatic enrollment into our 401k
• Access to physical and mental wellness programs.
• Financial literacy training with Fidelity.
• Exceptional colleagues with a passion for global education!