Technical Support Engineer (Tier 2)

We are looking for a Technical Support Engineer (Tier 2) to join our Customer Support team in Novi Sad. This is a second-line support role focused on escalated tickets from our US-based Support team.

You will investigate reported issues, understand what is happening, and make sure each ticket is clear before it goes to QA or Product team. You will not work directly with customers, but you will keep ownership of escalated tickets until they are properly resolved or closed.

What you’ll do:

• Own Tier 2 tickets escalated by the US Support team.
• Check whether the issue is a bug, configuration problem, product-usage question, duplicate report, or feature request.
• Collect the right details, steps, examples, and evidence before sending valid issues to QA or Product.
• Work with QA during investigation and follow up until the ticket is resolved.
• Help improve support processes by spotting recurring issues, unclear workflows, and documentation gaps.

What we’re looking for:

• 2+ years of experience in Customer Support, Technical Support, Application Support, or a similar role, ideally in SaaS.
• Experience working with ticketing systems and handling multiple support cases at the same time.
• Clear written communication and strong follow-through.
• Good problem-solving skills and the ability to ask the right questions before escalating an issue.
• Strong organization and attention to detail.
• Good written English for ticket updates, notes, and escalation summaries.

Nice to have:

• Technical troubleshooting skills such as browser DevTools, basic API checks, Excel/CSV, SQL basics, logs, timestamps, IDs, and reproduction steps.
• Experience with Intercom, Jira, ClickUp, or similar tools.
• Experience working with QA, SaaS products, support documentation, or software testing.
• Knowledge of billing, payments, financial workflows, property management, or self-storage is a plus.

If you enjoy solving problems, bringing structure to unclear support cases, and helping teams move faster with better information, we’d like to hear from you.

Izvor: https://www.linkedin.com/jobs/view/4481457027/

Nivo: mid level