FMG is hiring a
Tier 2 Support Specialist

Summary

Join FMG as a dedicated and experienced Tier 2 Support Specialist to investigate and triage product or technical issues. Collaborate closely with QA, product management, and engineers. Work from home 100% of the time in a remote-first culture. Compensation ranges from $50,000-$65,000 depending on experience.

Requirements

• Should possess at least 2 years of experience in a similar role such as a technical support, analyst or a specialist role
• Experience with messaging/phone/telephony systems (SMS)
• Experience working with web applications
• Mobile app testing or mobile app support experience
• Strong technical background, excellent problem-solving skills, and a passion for technology
• Strong verbal and written communication skills
• Self-motivated with the ability to work independently
• Fast learner & strong team player
• Willing to help your teammates, share your knowledge with them, and learn from them

Responsibilities

• Investigate complex issues related to product functionality, performance or other technical challenges (web application, mobile app, phone and SMS)
• Create bug tickets using ClickUp as issues are confirmed or reproduced
• Collaborate closely with QA, product management and engineers to troubleshoot, document and determine priority of issues
• Assist QA engineers with testing, deployment, verify fix on production and communications to involved parties
• Maintain a consistent record of diagnosing and resolving product or technical issues in a timely and efficient manner
• Assist in the creation and refinement of technical documentation

Preferred Qualifications

• Experience with API testing and associated tooling
• Experience with basic programming or scripting languages (C#, typescript, python)
• Database management
• Experience with QA testing or automation

Benefits

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave
• Robust Insurance Plan including: Medical with $0 co-pay Telehealth plan, Dental, Vision, Health Savings Account (HSA) with generous employer contributions, Flexible Spending Accounts (FSA), Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage, Company-paid Short & Long Term Disability coverage, Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)