The Tier 2 Technical Support Specialist resolves complex technical issues, trains Tier 1 team members, and collaborates with other teams to enhance customer satisfaction.
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description:
The Tier 2 Technical Support Specialist serves as the primary escalation point for complex or high priority technical issues, ensuring timely, high quality resolutions for customers and internal teams. This role requires a customer focused mindset, strong initiative, and advanced troubleshooting expertise across products, integrations, and technical environments. Senior Technicians work collaboratively across departments in a fast paced environment, contribute to continuous process improvement, and play a key role in mentoring and developing Tier 1 team members. A commitment to quality, attention to detail, and a team oriented approach are essential to success.
Responsibilities:
- Serve as the primary escalation point for complex or high priority customer issues, independently prioritizing, troubleshooting, and resolving cases while maintaining complete and accurate documentation in the ticketing system.
- Collaborate with Product, Engineering, and Tier 3 teams to investigate and resolve advanced issues, identify defects, and ensure timely and transparent internal communication of technical concerns.
- Provide expert guidance to clients, Tier 1 Support Specialists, SMEs, and partners—promoting a culture that under promises, overdelivers, and consistently protects the customer experience.
- Determine optimal solutions and walk customers through resolution steps, addressing end user concerns professionally and ensuring a customer centric experience.
- Mentor, coach, and train Tier 1 team members on troubleshooting methods, processes, new releases, and support best practices; contribute to onboarding and skill development.
- Provide backup support to Tier 1 during high volume periods to maintain team-wide service level consistency.
- Create and maintain knowledge base articles and internal documentation to support customer self-service and improve internal knowledge sharing.
- Identify broken or inefficient processes and recommend practical solutions to leadership, contributing to continuous improvement across the support organization.
Knowledge, Experience, Requirements:
- 2+ years in technical support or a customer-facing technical role.
- Strong troubleshooting and analytical skills across software applications and related technologies.
- Familiarity with Novara software (or ability to quickly develop deep product knowledge).
- Strong familiarity with SSO, SFTP, and API functionality, including configuration, integration concepts, and troubleshooting.
- Ability to independently diagnose and resolve complex issues with minimal guidance.
- Excellent written and verbal communication skills.
- Strong organizational skills with the ability to manage multiple high priority tasks simultaneously.
Preferred Qualifications:
- Experience developing SOPs, knowledge base content, or other documentation.
- Prior mentorship, training, or peer-coaching experience.
Success Criteria:
- High customer satisfaction (CSAT) driven by clear communication, empathy, technical accuracy, and strong ownership of escalated issues.
- Exceptional First Response Time (FRT) reflecting urgency, accountability, and customer-centric decision-making.
- Efficient resolution of complex cases, minimizing time-to-resolution through expert troubleshooting, high-quality documentation, and effective cross-team collaboration.
- Consistent customer centric decision-making and process improvement, contributing to better user experiences, reduced escalations, and stronger team-wide performance.
Compensation:
- Annual Base Salary Range of 60-65k
- Annual Bonus Opportunity of 7.5%
As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Please see our Candidate Privacy Notice Included Here
Top Skills
APIs
Sftp
Sso
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