Technical Customer Support

• Own escalated tickets requiring deeper technical analysis, including integrations, configuration, environment-specific behaviors, and data issues
• Perform advanced triage using logs, traces, API calls, feature flags, data models, and environment variables
• Reproduce issues in test or sandbox environments
• Create and validate workarounds and 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 reproduction steps and impact statements
• Identify incident patterns and propose problem records or root cause investigations
• Refine SOPs and runbooks and author high-value knowledge-base articles
• Recommend product and telemetry improvements to increase first-contact resolution
• Provide day-to-day guidance to L1s through informal mentoring, spot-checks, and shadowing
• Participate in post-incident reviews

• 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)
• Comfort reading release notes or deployment change logs
• Strong analytical and problem-solving skills
• Ability to simplify complex topics for customers and L1 staff

• Personal development resources, coaching, and support through Accruent’s “Grow Without Limits” program
• Equal opportunity employer
• Reasonable accommodations for applicants with disabilities