Level 2 Support Specialist - RoadSync

About Us and Why We’re Hiring

At RoadSync, we're on a mission to revolutionize commerce across the logistics ecosystem with smart, innovative financial solutions. To achieve this, we need top-tier talent to help drive our vision forward.

Role Overview: Level 2 Support Specialist

As a Level 2 Support Specialist, you will provide advanced technical support for both customers and internal users. Reporting to the Head of IT, you will play a critical role in ensuring our customers have the best possible experience by resolving complex issues, performing root cause analysis, and working closely with cross-functional teams.

You'll collaborate with Support, Success, Engineering, and Product teams to troubleshoot and escalate issues that can't be resolved by Level 1 support. This role is ideal for someone with a strong technical background who enjoys solving complex problems and supporting a growing team.

Key Responsibilities

• Issue Resolution & Escalation:
  • Address escalated technical issues from Level 1 support.
  • Diagnose and resolve software, hardware, and network issues.
  • Perform root cause analysis to prevent recurring incidents.
• Collaboration:
  • Work with Level 1 support and other teams to ensure smooth issue resolution.
  • Escalate unresolved issues to Engineering and Product teams, providing detailed documentation.
  • Maintain relationships with external vendors and partners.
• Documentation & Reporting:
  • Document troubleshooting steps and solutions in the knowledge base.
  • Provide feedback to improve internal processes and documentation.
  • Generate reports on recurring issues and trends.
• Training & Mentorship:
  • Help train and mentor Level 1 support teams to improve efficiency and reduce escalations.
  • Develop technical documentation and training materials for both end-users and internal teams.
• System Monitoring & Maintenance:
  • Monitor system performance and proactively identify issues.
  • Perform scheduled maintenance on systems, applications, and networks.
  • Assist in incident management and disaster recovery efforts.

Required Skills and Qualifications

• Strong knowledge of MacOS and Windows operating systems.
• Experience troubleshooting hardware, software, and network issues.
• Familiarity with logging systems (e.g., DataDog, CloudWatch, Splunk).
• Experience with scripting languages (e.g., Bash, Python).
• Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Experience querying relational databases (e.g., Postgres, SQL Server, MySQL).
• Excellent problem-solving skills and the ability to work under pressure.
• Strong verbal and written communication skills, with the ability to explain technical issues to both technical and non-technical stakeholders.

Preferred Experience

• 2+ years in a technical support role, ideally in a Level 2 capacity.
• Experience with ITSM frameworks like ITIL.
• Relevant certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.

Work Environment

• Full-time role, with potential for on-call or evening hours.
• Hybrid position requiring two days onsite weekly.

Why You’ll Love It Here

• Competitive compensation package with company equity awarded on day one.
• 15 days of PTO annually.
• Comprehensive medical, dental, and vision benefits (premiums covered for employees).
• Open communication and exposure to the inner workings of a growing company.
• A diverse, inclusive team that values different perspectives and experiences.

RoadSync is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, veteran status, military obligations, pregnancy, marital status, or any other legally-recognized protected basis under federal, state, or local law. Every day our team is honored to work with individuals from all walks of life. We aim to build a team that reflects the diversity of our customers. Each individual at RoadSync brings their own perspectives, work experiences, lifestyles, and cultures with them. We believe that a more diverse team creates more innovative products, provides a better service to our customers, and helps us grow and learn as individuals.