The Role

As an L2 Support Agent at Fullcast, you will serve as the primary escalation point for our L1 team and valued customers. You will provide advanced technical support for all Fullcast products, diving deep into complex issues that require detailed analysis and technical expertise. You will bridge the gap between Customer Support and Engineering, ensuring critical issues are identified, documented, and resolved. This is a remote position reporting directly to the Manager of Customer Support.

Responsibilities

• Handle Escalations: Take ownership of complex technical issues escalated by L1 Support Agents, ensuring timely resolution and professional communication.
• Advanced Troubleshooting: Diagnose intricate technical problems involving API integrations, data discrepancies, and Salesforce configurations.
• Cross-Functional Collaboration: Work closely with Engineering, Product, and Customer Success teams to report bugs, advocate for feature requests, and solve recurring technical challenges.
• Mentorship: Assist L1 Agents by providing technical guidance, reviewing tickets, and helping them grow their troubleshooting skills.
• Documentation & Knowledge Base: Create and maintain high-level technical documentation and internal knowledge base articles to assist the broader support team.
  Incident Management: Manage critical incidents and communicate status updates effectively to internal stakeholders and customers.
• SLA Management: Ensure escalated tickets adhere to established service level agreements (SLAs) for response and resolution times.
• System Analysis: Utilize SOQL and API tools to query data and investigate root causes of reported behavior.

Qualifications

• Advanced Technical Aptitude: 3+ years of experience in a technical support role, preferably in a SaaS environment.
• Salesforce Expertise: Strong proficiency with Salesforce ecosystem; ability to navigate complex configurations.
• Technical Skills: Required knowledge of SOQL and REST/SOAP APIs for troubleshooting and data analysis.
• Proficiency in code-level debugging and log analysis to isolate complex system behaviors.
• Problem Solving: Exceptional analytical skills with a proven ability to troubleshoot and resolve complex technical issues.
• Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences.
• Independence: Ability to work independently, prioritize high-volume workloads, and function effectively in a remote team setting.
• Tool Proficiency: Proficiency in using help desk software (e.g., Zendesk, Jira) and remote support tools.