Technical Support Representative - Tier 2

We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time. In this role, you will: Manage and prioritize enterprise customer support tickets while meeting defined response and resolution expectations. Investigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations. Add, update, and remove Admin Dashboards and manage customer platform access. Diagnose and resolve customer program, track setup, Admin Dashboard, and reporting issues. Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors. Analyze authentication and SSO logs to identify the root cause of access failures. Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues. Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues. Review TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required. Partner with Support Engineering and Engineering teams to investigate complex customer issues and technical defects. Route technical escalations to the ap