[Hiring] Technical Customer Support @Fortive

Role Description

The Tier 1 Product Support Specialist (Level 2) handles escalations from Level 1, resolves moderate complexity issues, and partners with Engineering/Product to drive faster root cause analysis. L2s improve operational excellence by enhancing runbooks, enriching knowledge articles, and coaching L1s on troubleshooting depth and quality.

• Own escalated tickets requiring deeper technical analysis (integrations, configuration, environment‑specific behaviors, data issues).
• Perform advanced triage: analyze logs, traces, API calls, feature flags, data models, and environment variables; reproduce issues in test/sandbox.
• Create/validate workarounds; deliver durable resolutions within defined SLAs.
• Collaborate with Engineering and Product on defects, feature behaviors, and release impacts; file high‑quality bug reports with clear repro steps and impact statements.
• Identify incident patterns and propose problem records or root cause investigations (problem management).
• Drive continuous improvement: refine SOPs/runbooks, author high‑value KB articles, and recommend product/telemetry improvements to increase FCR.
• Provide day‑to‑day guidance to L1s (informal mentoring, spot‑checks, shadowing) and participate in post‑incident reviews.

Qualifications

• 2–4 years in product/technical support or service operations with demonstrated escalation handling.
• Proficiency with at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.
• Hands‑on experience with ITSM tools and backlog systems (e.g., Jira) and comfort reading release notes or deployment change logs.
• Strong analytical and problem‑solving skills; ability to simplify complex topics for customers and L1 staff.

Performance Metrics (KPIs)

• Escalated ticket resolution time (L2 queue)
• Reduction in re‑opens and handoffs
• Defect/bug report quality (engineering acceptance rate)
• KB impact (views, deflection, article helpfulness)
• Contribution to problem management (closed problems/workarounds published)
• Coaching impact (L1 FCR uplift, fewer incorrect escalations)

Company Description

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

• We are a global industrial technology innovator with a startup spirit.
• Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies.
• We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale.
• We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth.
• We use the proven Fortive Business System (FBS) to accelerate our positive impact.