Description:
The Support Specialist II – Hybrid provides combined Tier 2 technical support and user enablement with moderate proficiency in both domains. They handle hardware diagnostics and system performance issues while also implementing complex features and customizing workflows, serving customers who need both technical resolution and advanced usage optimization.
What You'll Do
- Diagnose hardware-related issues and system performance problems
- Manage user access permissions across multiple systems
- Conduct initial investigation of backend database and logic issues
- Coordinate with technical teams while maintaining ticket ownership
- Implement complex features for specific customer workflows
- Customize solutions combining technical configuration and process optimization
- Deliver personalized training on both technical and functional aspects
- Create custom documentation covering technical setup and usage best practices
- Resolve issues requiring both technical fixes and user education
- Analyze problems to determine root cause (technical defect vs. knowledge gap)
- Develop solutions that address both system configuration and user adoption
- Provide comprehensive support for integration challenges
- Document resolutions that include both technical steps and usage guidance
- Participate in on-call rotation for after-hours support
- Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
- Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities
What You'll Bring
Required Qualifications:
- Degree or diploma in Information Technology, Computer Science, Business, or related field (or equivalent industry experience and training)
- A minimum of 1-3 years of experience in technical support or business analysis
- Intermediate technical skills including SQL and system troubleshooting
- Familiarity and experience with software customization and workflow optimization
- Ability to handle both technical investigation and user training
- Strong analytical skills for complex problem-solving
- Excellent communication skills across technical and business contexts
- Ability to diagnose and resolve multi-faceted issues
- Capability to deliver both technical and educational support
- Strong context-switching between different support types
- Flexibility to handle diverse customer needs