Technical Support Analyst, Tier 2

TL;DR

Technical Support Analyst, Tier 2: Act as liaison between departments and clients to ensure smooth background checking processes by preventing and resolving issues with an accent on troubleshooting integrations, APIs, and database maintenance. Focus on handling intermediate to advanced problems, escalating complex cases to engineering, and creating reusable knowledge solutions.

Location: US Remote, core hours North American (9:00am-6:00pm ET / 6:00am-3:00pm PT)

Salary: $55,000-75,000 base annually

Company

Leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands.

What you will do

• Provide courteous technical support by phone and email across all client verticals.
• Interact with fulfillment departments on verifications, criminal checks, orders, finance, and rush requests.
• Resolve requests and workflows timely to meet SLAs and client expectations.
• Communicate effectively with clients, management, and teams on issue resolution.
• Solve difficult problems using professional concepts, policies, and imaginative approaches.

Requirements

• Associate or Bachelor's degree, ideally in Computer Science or Technology.
• Proficiency in Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, SAML, Admin Client, I-9, Workforce Monitoring.
• Strong MS SQL Server experience and Tier 2 operations in large-scale 24/7 systems.
• Understanding of APIs (REST, SOAP, XML, JSON, Web Services).
• Strong analytical, problem-solving, communication, and multitasking skills.
• Experience in application/production support, SQL/MongoDB, HTML/XSLT, ITIL processes.

Culture & Benefits

• Global inclusive workforce emphasizing empathy, respect, integrity, and fairness.
• Empower authentic selves and diverse voices in talent and products.
• Equal opportunity employer supporting qualified individuals without discrimination.