[Hiring] Technical Support Specialist, Tier 2 @Gradient

Role Description

As a Technical Support Specialist, Tier 2 , you'll be a customer-facing member of our Customer Experience team, helping customers resolve product issues that require deeper troubleshooting or coordination beyond frontline support.

• Use Gradient's procedures and diagnostic tools to investigate issues.
• Guide customers through next steps by phone, email, and SMS.
• Coordinate with service partners when field support is needed.
• Gather relevant findings and provide a clear, well-documented escalation when Engineering input is required.
• Own customer communication and follow-up through resolution.
• Combine strong customer communication with technical aptitude, critical thinking, and a steady, organized approach to problem solving.
• Learn Gradient's product deeply over time and help improve troubleshooting processes, documentation, and support tools.

Qualifications

• Experience in customer-facing technical support, product support, IT support, remote troubleshooting, or another role requiring structured problem solving with customers.
• Demonstrated ability to troubleshoot problems methodically and work through unfamiliar issues using available procedures and information.
• Excellent verbal communication and comfort helping customers troubleshoot by phone.
• Strong customer empathy and patience, including the ability to communicate effectively with frustrated customers or those with varying levels of technical comfort.
• Strong organization and follow-through across multiple open cases and stakeholders.
• Sound judgment about when to follow an established process and when an issue requires escalation.
• Clear, thorough documentation habits.
• Comfort learning a physical, connected product and navigating multiple software and diagnostic tools.
• Ability to work independently in a remote environment while collaborating closely across teams.
• Flexibility to provide occasional or seasonal weekend coverage.

Requirements

• Troubleshoot known product issues with customers using Gradient's established procedures, diagnostic tools, and internal resources.
• Ask effective diagnostic questions, document findings, and determine the appropriate next step for each case.
• Own assigned customer cases through resolution, including timely communication, follow-up, and coordination across teams.
• Support customers across phone, email, and SMS with clear, patient, and technically credible communication.
• Coordinate with service partners and Gradient's Field team to arrange field visits and track outcomes when onsite support is required.
• Escalate complex or novel issues to Engineering with a clear summary of symptoms, troubleshooting completed, diagnostic information, and relevant customer context.
• Maintain accurate and complete case records across Zendesk, Jira, and other support and diagnostic systems.
• Use internal dashboards and product information to support troubleshooting and case resolution.
• Identify recurring issues, documentation gaps, and opportunities to improve troubleshooting procedures, SOPs, support content, and tools.
• Partner closely with Customer Experience, Field, and Engineering as Gradient's technical support model evolves.
• Provide occasional or seasonal weekend coverage as customer needs require.

Benefits

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Flexible PTO