Technical Support Specialist, Tier 2
Fullpath is an AI-first tech company in the automotive space with hubs across the US and Israel. Our mission is to constantly disrupt the industry by creating new, groundbreaking technologies to help dealers build stronger, more resilient businesses. Our work happens in the fast lane as we work to bring AI and data-driven solutions to a quickly evolving industry. Our team at Fullpath is made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal driven, and, at our core, we believe every voice has value and can impact our bottom line. If you are a creative, solutions oriented individual who is ready to put your career in drive, Fullpath is the place for you! We are seeking a skilled Tier 2 Technical Support Specialist to handle high-priority and escalated issues delegated by the Tier 2 Lead, providing top-tier troubleshooting and resolutions. This role also involves escalating bugs, tasks, and customization requests to engineering as needed, ensuring seamless communication and resolution. The ideal candidate demonstrates advanced time and task management, strong ownership, accountability, and exceptional problem-solving skills while proactively identifying communication breakdowns and implementing effective solutions. This is a remote or hybrid role reporting to the Manager of Technical Support. What you will be responsible for Provide high quality customer support to Fullpath’s customers Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats Open, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk Collaborate with Tier 2 Team Lead, Tier 2 Tech Lead, and Engineering to solve technical product issues while keeping in constant communication with the customer Demonstrate a “can do” attitude to solve as many issues at your resolution level Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members
Requirements
At least 2+ years of experience in Senior Technical Support experience At least 2+ years of experience in troubleshooting for SaaS products At least 1-year of experience working with Tier 1 Lead /Tier 2 support Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.) Service-oriented approach with strong client-focused skills, comfortable making calls to customers in order to speed up the issues resolution Team player with collaborative work style Excellent time management and organizational skills Excellent English verbal and written communication skills Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage Experience with HTML / CSS / SQL - strong advantage Legal authorization to work in the United States without the need for employer sponsorship now or in the future. Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role. Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity. Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication. The top candidate will also have Experience working in the automotive industry Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) Why you should join us At Fullpath, we’re not just building groundbreaking AI—we’re redefining the dealership experience. As part of our team, you’ll have the opportunity to make a real impact while working alongside passionate, forward-thinking individuals who love what they do. Competitive compensation & comprehensive benefits—because your well-being matters Flexible, family-friendly environment that supports work-life balance Global team of innovators, collaborators, and go-getters who challenge and uplift one another Cutting-edge AI technology that delivers real value and solves complex challenges for our customers Fast-paced startup culture with endless opportunities for learning, growth, and ownership A culture built on feedback, initiative, and mutual success, where your voice is heard and your potential is nurtured Join us in shaping the future of automotive retail—we’re just getting started. Annual base starting salary: $65,000 - $75,000 depending on experience and other qualifications of the successful candidate.
Benefits
Options: Medical, Dental, Vision, Disability, Life/AD&D, EAP, 15 vacation days per year to start, 80 hours of sick leave, 12 paid holidays, paid parental leave, & 401k with company match. In the meantime, you can get to know us a little better by checking out @lifeatfullpath on Instagram and Facebook. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or status as a protected veteran. If you require an accommodation to apply for this position, please contact [email protected]. Apply To This Job