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!