Tier 2 Technical Support Engineer
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Overview
Schedule
Full-time
Career level
Senior-level
Compensation
$80,000-$90,000/year
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Job Description
Total Expert is the purpose-built customer engagement platform trusted by more than 200 financial enterprises. Total Expert unifies data, marketing, sales, and compliance solutions to deliver the perfect customer journey across every financial milestone in any market. Total Expert turns customer insights into actions that increase loyalty and drive growth for modern banks, lenders, and credit unions.
The Tier 2 Technical Support Engineer will play a key role in managing customer tickets, escalations, and overall team performance. In this role, you will help the T2 team, ensuring KPIs are met and identifying opportunities for improvement. You will also collaborate with product and engineering teams to enhance support documentation, optimize logging, and improve troubleshooting capabilities. We need people who are self-motivated, have a strong desire to learn, a can-do attitude, tenacity to solve problems, team players, and results focused. We have an unwavering desire to make our customers successful. The work you do will empower tens of thousands of financial services leaders to help their customers make critical financial decisions that shape their lives.
What you’ll be doing:
·Respond to advanced “how-to” technical and application configuration inquiries
·Troubleshoot and resolve complex Tier 2 technical issues across the Total Expert platform and integrated systems
·Triage and investigate defects within the Total Expert platform and third-party integrations
·Execute database queries to analyze system behavior and identify root causes of reported issues
·Partner cross-functionally with Implementation, Product, Engineering, and Customer Success to ensure strong customer outcomes
·Proactively manage customer expectations to deliver a high-quality support experience
·Develop and maintain knowledge base documentation to strengthen Tier 2 troubleshooting capabilities
What we are looking for:
·* Ability to maintain a strong feedback loop with clients regarding tickets, escalations, and ongoing technical requests
·* Self-motivated, fast learner who thrives in a fast-paced SaaS support environment
·* Strong personal commitment to delivering high-quality technical support and resolution
·* Proficiency in SQL for data investigation, validation, and root cause analysis
·* Experience analyzing application logs and monitoring tools (e.g., Datadog) to diagnose system behavior and identify defects
·* Experience testing and validating REST APIs using tools such as Postman, including reviewing JSON payloads and response codes
·* Strong understanding of API-driven architectures and third-party integrations
·* Ability to trace issues across database records, logs, and API interactions to determine root cause
·* Experience triaging defects and collaborating effectively with Engineering
·* Excellent written and verbal communication skills, with the ability to translate technical findings into clear, actionable insights
·* Ability to synthesize customer feedback and system behavior into meaningful documentation or product improvement recommendations
Preferred Qualifications:
·Strong verbal and written communication skills
·Strong analytical and problem-solving skills
·Experience with PHP, Python, HTML, JSON and JavaScript desired
·Excellent project management skills
Compensation/Benefits: The anticipated base salary range for this role is $80,000 - $90,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Automate your job search with Sonara.
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FAQs About Tier 2 Technical Support Engineer Jobs at Total Expert
What is the work location for this position at Total Expert?
This job at Total Expert is located in St. Louis Park, MN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Total Expert?
Candidates can expect a pay range of $80,000 and $90,000 per year.
What employment applies to this position at Total Expert?
Total Expert lists this role as a Full-time position.
What experience level is required for this role at Total Expert?
Total Expert is looking for a candidate with "Senior-level" experience level.
What benefits are offered by Total Expert for this role?
Total Expert offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Life Insurance, Parental and Family Leave, Flexible/Unlimited PTO, and 401k Matching/Retirement Savings for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Total Expert?
You can apply for this role at Total Expert either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.