Job description

Technical Support Specialist - eScribe

Function: Customer Experience

Reports to: Manager, Customer Support

Reviewed: 6.2025

Position Summary:

As Software Support Specialist Tier 2 you will act as a subject matter expert on our platform, providing high-quality, second-line technical support for escalated customer issues. You’ll troubleshoot complex technical problems, support cross-functional teams, and advocate for customer needs with Product and Engineering. This role is supporting the eScribe product line.

Our current support hours are 8:30am – 8pm ET. You must be available to work a shift that falls within those hours. The team will rotate on-call shifts (8pm – 11pm ET).

Key Responsibilities:

Technical Support & Troubleshooting

Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support.
Investigate environmental factors affecting performance (e.g., networks, browser settings, APIs, integrations).
Respond to customer inquiries via ticketing system, phone, and video conferencing.
Document technical issues thoroughly, including steps to reproduce, system logs, and customer impact.
Implement and troubleshoot livestreaming solution alongside partner.
Investigate livestreaming issues, encoder problems, RTMP configurations, player performance, audio/video sync issues, and captioning.

Product Knowledge & Enablement

Become an expert in our product suite, features, and customer use cases.
Stay current with product updates and actively contribute to internal knowledge sharing.
Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles.

Customer & Cross-Functional Collaboration

Act as a technical liaison between Customer Experience, Product, Engineering, and QA.
Serve as a technical liaison with clients, offering clear and empathetic communication for incident updates, troubleshooting steps, and root cause summaries.
Provide clear updates to customers and internal stakeholders on ticket status and resolution timelines.
Participate in customer feedback loops to inform product enhancements.
Support product release readiness and identify potential risks from a support perspective.
Oversee investigation & updates with livestreaming vendor to manage escalation and support tickets.

Skills and Experience Needed:

5–7 years of Tier 2 technical support experience in a SaaS or enterprise software environment.
3-5 years of experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms.
Experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS). is strongly preferred.
Strong analytical, diagnostic, and troubleshooting abilities.
Excellent communication skills with the ability to explain technical issues to non-technical audiences.
Experience in cross-functional collaboration with Product, Engineering, and QA teams.
Proven ability to prioritize and manage multiple issues in a fast-paced environment.
Strong technical documentation and writing skills.

Competencies:

Accountability

Adaptability

Applied Learning

Business Acumen

Collaboration

Customer Focus

Dealing w/Ambiguity

Decision Making

Driving for Results

Initiating Action

Planning & Organizing