Tier 2 Customer Support Specialist

Overview DecisionPoint seeks a Tier 2 Customer Support Specialist to provide mid-level technical support across a wide suite of MC&FP digital platforms. This role resolves user-reported issues by replicating complex errors, analyzing root causes, and providing clear, actionable solutions or escalations. The Tier 2 Customer Support Specialist supports troubleshooting of MC&FP web tools such as product catalogs, checklists, interactive forms, SSO authentication flows, search functions, and other digital services. This position ensures timely response to customer inquiries, contributes to knowledge documentation, and collaborates with engineering, UX, cybersecurity, and PMO teams to continuously improve the user experience. This position is fully remote. Duties & Responsibilities The Tier 2 Customer Support Specialist will: Troubleshoot and resolve complex user issues across MC&FP digital tools, including product catalogs, checklists, SSO, search, and interactive features. Reproduce reported issues to identify patterns, root causes, and potential fixes. Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support when needed. Provide clear, user-centered communication on issue status, workarounds, and resolutions. Support service outage triage, gathering screenshots, logs, and behavioral details for diagnostics. Execute knowledge base procedures, update troubleshooting guides, and contribute to SOP improvements. Ensure accurate documentat