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 workplace.

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 helpful
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

📌 Tier 2 Senior Technical Support Specialist Bengaluru (India)
🏢 Diligent
📍 India