Description
Customer Support Specialist II
Function: Customer Experience
Reports to: Manager, Customer Support
Reviewed: 4.2026
Location: Toronto Metro Area - Remote
Position Summary:
- As Software Support Specialist Tier 2 for eScribe, 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.
- The ideal candidate is customer-obsessed, highly technical, and thrives in a collaborative environment. You’ll play a key role in ensuring our customers receive timely, effective, and thoughtful support that aligns with our commitment to a top-tier experience.
- Our current support hours are 8:30am – 8pm ET. You must be available to work a shift that falls within those hours and the shifts rotate among the team members.
- Shifts include:
-
- 8:30 - 5PM
- 10 - 6:30 PM
- 11:30 AM - 8PM
- The team will rotate on-call shifts approximately 1 week/month. (8pm – 11pm ET, Monday - Friday)
-
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.
- 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.
- 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.
Skills and Experience Needed:
- 5+ years of technical support experience in a SaaS or enterprise software environment, with at least 1 year of experience working in a Tier 2 capacity
- 3+ experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms.
- 1+ experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS). is strongly preferred.
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