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Technical Support Specialist (L2)

United States, Auburn 55000.00 - 75000.00 USD / Year · Job Posted January 06, 2026
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Job Description

The Technical Support Specialist (L2) provides advanced technical support to CharacterStrong customers, ensuring the timely resolution of escalated issues that cannot be resolved by Level 1 support. This role requires strong troubleshooting skills, excellent communication, and a solid understanding of contemporary IT systems. The specialist will work closely with internal Technology teams—including Product Management and Engineering—to maintain service quality, minimize downtime, and deliver a consistently positive support experience. The position is customer-facing and includes managing customer support inboxes and handling inbound support calls.

Job Responsibility

  • Troubleshoot and resolve advanced technical issues related to operating systems (Windows, macOS, Linux), user accounts, security permissions, and device configurations
  • Support enterprise applications such as Microsoft 365, collaboration tools, and line-of-business systems
  • Administer and troubleshoot Active Directory, Group Policy, and identity/access management tools
  • Assist with network connectivity issues, including VPN, Wi-Fi, and basic switch/router configurations
  • Document troubleshooting steps, resolutions, and knowledge-base articles for recurring issues
  • Monitor and manage assigned customer support inboxes, ensuring messages are triaged, prioritized, and resolved efficiently
  • Collaborate closely with Product Management, Engineering, and Infrastructure teams to escalate product defects, clarify expected functionality, and share customer insights
  • Mentor and support Level 1 Support Specialists by providing guidance, coaching, and technical knowledge-sharing
  • Participate in on-call rotations or after-hours support as required
  • Uphold a customer-first mindset while balancing efficiency, accuracy, and technical depth

Requirements

  • 3-4 years of experience in a technical support or helpdesk environment
  • Strong knowledge of Windows and macOS operating systems
  • Proficiency with Microsoft 365, Teams, OneDrive, Outlook, and related applications
  • Experience with Active Directory, user provisioning, and basic networking concepts
  • Solid understanding of IT security best practices and endpoint protection tools
  • Excellent analytical and problem-solving skills
  • Strong verbal and written communication abilities
  • Ability to work independently and handle multiple tasks in a fast-paced environment

What we offer

  • New laptop computer and other needed equipment
  • Annual Individual Budget for Professional Development of $1,000
  • 401k Savings Plan with employer contribution
  • Medical, Dental, & Vision Insurance
  • Life, AD&D, and Disability Insurance
  • Employee Assistance Program, Mental Health Support, and Well-Being Programs
  • 3 weeks Company-Paid Parental Leave (after 6 months of active employment)
  • Flexible Time Off, 6 Paid Sick Days, 11 Paid Company Holidays
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