Tier 2 Senior Technical Support Specialist – EntitiesPosition Overview
As a Tier 2 Senior Technical Support Specialist – Entities, you will deliver a high standard of technical support to a global customer base across a wide range of industries, including many Fortune 500 organizations. In this role, you will become a subject matter expert in Diligent’s Entities solution, providing advanced troubleshooting, hands-on technical guidance, and a trusted support experience for clients.
Success in this position requires strong technical capability, a passion for learning, a customer-first mindset, and the ability to resolve complex issues in a fast-paced environment.
Key Responsibilities
- Develop deep product knowledge and provide advanced support for complex customer issues related to the Entities platform
- Investigate escalated cases thoroughly and collaborate with Tier 1 Support to gather additional details when needed
- Identify high-priority or recurring issues and escalate them appropriately to Development or Professional Services teams
- Create, review,
and maintain product documentation to ensure the Knowledge Base remains accurate, relevant, and useful
- Conduct Q&A; and knowledge-sharing sessions with Tier 1 Support to improve team capability and case resolution efficiency
- Accurately document support activities, technical findings, customer communications, and resolutions for future reference
- Support onboarding and enablement efforts by developing training materials and delivering training to new hires
- Consistently achieve or exceed individual and team performance targets established by management
- Contribute to additional support or operational initiatives as required
Required Experience and Skills
- 3–5 years of experience in software application support, technical support, or a call center setting supporting end users
- Strong experience supporting web-based applications and troubleshooting functional and technical issues
- Proven ability to a