Thought Industries develops enterprise learning software for organizations that need to train customers, partners, and professional audiences. Its SaaS platform supports accessible, scalable digital learning experiences designed to strengthen knowledge delivery, customer engagement, and retention. Founded in 2013, the company operates across education, eCommerce, and SaaS, with a global presence centered in Boston and a team of approximately 201–500 employees.
Tier 2 Customer Support Specialist – Massachusetts Remote
Resolve advanced technical issues for Thought Industries’ enterprise learning platform, including integrations, APIs, and authentication. Investigate root causes and help improve support practices and customer outcomes.
Description
- Handle complex customer issues escalated from Tier 1 Support.
- Troubleshoot platform features, integrations, configurations, authentication, and performance concerns.
- Use diagnostic tools, logs, platform data, and technical analysis to find causes and provide solutions.
- Manage complex cases against SLAs and coordinate responses to high-impact incidents.
- Guide escalated issues through resolution and keep customers informed.
- Examine platform behavior, application logs, APIs, integrations, and system interactions.
- Create and document repeatable approaches for resolving recurring problems.
- Work with Product, Engineering, QA, Customer Experience, Customer Success, and Account Management.
- Share customer feedback, recurring problems, and opportunities for product enhancements.
- Write and update technical materials for internal teams and customers, including troubleshooting guides, FAQs, and knowledge-base articles.
- Coach Tier 1 Support Specialists and help onboard new team members.
- Help improve support processes, reduce incoming tickets, strengthen product quality, and improve customer outcomes.
Requirements
- Bring 1–3 years of experience in technical support or a related area.
- Be familiar with configuring SSO and troubleshooting APIs.
- Communicate clearly and explain technical topics to customers without technical backgrounds.
- Apply strong analytical and problem-solving skills.
- Work effectively both independently and as part of a team.
- Manage time well and prioritize tasks effectively.
- Be comfortable working remotely.
Benefits
- Eligible for an annual bonus of 2%.
- Remote work arrangement.