At Foxit, we’re on a mission to redefine the way the world creates, collaborates, and secures documents. We’re looking for a skilled and solutions-oriented Level 2 Customer Support Specialist to join our global support team and provide exceptional technical assistance for our suite of PDF, eSign, and document collaboration tools.
This is a dynamic role that combines deep product knowledge, problem-solving skills, and a commitment to outstanding customer experiences. As a Level 2 Specialist, you’ll work closely with both customers and internal teams to resolve complex issues, support product rollouts, and help drive continuous improvement across the support lifecycle.
What You’ll Do:
Serve as an escalation point for advanced technical support issues across Foxit’s desktop, web, and mobile products
Diagnose, troubleshoot, and resolve complex software issues with speed and accuracy
Guide customers through technical solutions via email, chat, screen share, and phone
Collaborate with Level 1 Support, Engineering, and Product teams to report and resolve bugs or emerging issues
Support the rollout of new features and applications, including testing and documentation
Maintain clear and professional communication with customers, ensuring timely follow-up and resolution
Contribute to internal knowledge bases and external help center content
Manage and prioritize multiple open cases with efficiency and care
Stay current on product updates, industry trends, and best practices in customer support
What You Bring:
3+ years of experience in technical support, preferably in a SaaS or software company
Strong understanding of Windows and Mac OS; mobile OS knowledge is a plus
Proficiency with support tools such as Zendesk, Jira, remote desktop, and diagnostic software
Excellent troubleshooting skills and a passion for solving customer problems
Exceptional written and verbal communication skills in English.
Ability to thrive in a fast-paced, collaborative environment
Experience with PDF software, document workflows, or eSignature tools is a strong plus
Technical certifications (Microsoft, Linux, Cisco, etc.) and a degree in Computer Science or related field are a bonus
Why Foxit?
Be part of a global company with a startup mindset and big ambitions
Work on meaningful products used by millions of users worldwide
Collaborative, diverse, and inclusive team culture
Opportunities for growth, learning, and making an impact
