Play a critical role in enhancing support efficiency and customer satisfaction by managing escalations and collaborating with product and engineering teams.
Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions.
The Tier 2 Technical Support Engineer will play a key role in managing customer tickets, escalations, and overall team performance. In this role, you will help the T2 team, ensuring KPIs are met and identifying opportunities for improvement. You will also collaborate with product and engineering teams to enhance support documentation, optimize logging, and improve troubleshooting capabilities. We need people who are self-motivated, have a strong desire to learn, a can-do attitude, tenacity to solve problems, team players, and results focused. We have an unwavering desire to make our customers successful. The work you do will empower tens of thousands of financial services leaders to help their customers make critical financial decisions that shape their lives.
What you’ll be doing:
· Respond to advanced “how-to” technical and application configuration inquiries
· Troubleshoot and resolve complex Tier 2 technical issues across the Total Expert platform and integrated systems
· Triage and investigate defects within the Total Expert platform and third-party integrations
· Execute database queries to analyze system behavior and identify root causes of reported issues
· Partner cross-functionally with Implementation, Product, Engineering, and Customer Success to ensure strong customer outcomes
· Proactively manage customer expectations to deliver a high-quality support experience
· Develop and maintain knowledge base documentation to strengthen Tier 2 troubleshooting capabilities
What we are looking for:
· Ability to maintain a strong feedback loop with clients regarding tickets, escalations, and ongoing technical requests
· Self-motivated, fast learner who thrives in a fast-paced SaaS support environment
· Strong personal commitment to delivering high-quality technical support and resolution
· Proficiency in SQL for data investigation, validation, and root cause analysis
· Experience analyzing application logs and monitoring tools (e.g., Datadog) to diagnose system behavior and identify defects
· Experience testing and validating REST APIs using tools such as Postman, including reviewing JSON payloads and response codes
· Strong understanding of API-driven architectures and third-party integrations
· Ability to trace issues across database records, logs, and API interactions to determine root cause
· Experience triaging defects and collaborating effectively with Engineering
· Excellent written and verbal communication skills, with the ability to translate technical findings into clear, actionable insights
· Ability to synthesize customer feedback and system behavior into meaningful documentation or product improvement recommendations
Preferred Qualifications:
· Strong verbal and written communication skills
· Strong analytical and problem-solving skills
· Experience with PHP, Python, HTML, JSON and JavaScript desired
· Excellent project management skills
Compensation/Benefits: The anticipated base salary range for this role is $80,000 - $90,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
