Workstep is hiring a
Tier 2 Technical Support Engineer

Summary

WorkStep is seeking a proactive Tier 2 Support Engineer with at least 3 years of experience in technical support, specifically in a SaaS environment. The ideal candidate should have strong problem-solving skills, communication skills, and be familiar with support ticketing systems. WorkStep offers remote work, flexible PTO, top-notch technology, annual team building on-sites, workspace, wellness, and professional development stipends, internet and phone reimbursement, competitive health benefits, and the opportunity to join a passionate team.

Requirements

• Minimum of 3 years of experience in technical support, specifically in a SaaS environment
• Strong understanding of web technologies, including HTML, CSS, JavaScript, and server-side components
• Experience with SQL databases and the ability to write and troubleshoot SQL queries
• Excellent problem-solving skills and the ability to manage multiple tasks under pressure
• Strong communication skills and the ability to work effectively in a team environment
• Familiarity with support ticketing systems and experience in documenting technical content

Responsibilities

• Fielding and resolving complex or technical customer support cases escalated from our Tier 1 support team
• Diagnosing technical issues related to software bugs
• Collaborating with customer-facing teams to triage with stakeholders
• Working closely with our engineering team to resolve technical problems

Preferred Qualifications

• Experience supporting enterprise SaaS is highly desired
• Experience with early stage startups is preferred
• Previous experience in a Tier 2 support role or higher
• Knowledge of programming languages such as Python, Java, or PHP is a plus
• Experience with API integrations and troubleshooting

Benefits

• Remote working environment
• Flexible PTO
• Top-notch technology
• Annual team building on-sites
• Workspace, wellness, and professional development stipends
• Internet and phone reimbursement
• Competitive company-sponsored health, vision, and dental benefits package
• Opportunity to join a passionate, motivated, and fun team at an early stage to help shape and execute on our mission