About Us And Why We’re Hiring
We are RoadSync and we are simplifying payments in the transportation industry. Our innovative digital platform turns an outdated and very tedious payment experience into a simple, digital payment solution that reduces processing time, and maximizes revenue collection for warehouses, trucks/carriers, and repair/tow operators.The Level 2 Support Specialist provides advanced technical support and troubleshooting for customers or internal users. Reporting to the Head of IT, you will support a growing team of Support, Success, and business team members to ensure RoadSync customers have the best experience possible.This role involves resolving escalated issues that cannot be solved by Level 1 support teams, performing root cause analysis, and offering technical guidance to ensure efficient operations.
The Level 2 Support Specialist works closely with cross-functional teams such as engineering and product to escalate complex issues and provide timely resolutions.
Key Responsibilities:
- Issue Resolution & Escalation:
- Handle escalated technical support issues from Level 1 support teams
- Diagnose and resolve software, hardware, and network-related issues
- Perform detailed troubleshooting and root cause analysis to minimize repeat incidents
- Collaboration:
- Collaborate with Level 1 support and other internal teams to ensure seamless issue resolution
- Escalate issues to engineering team and product teams as needed, providing detailed documentation
- Maintain relationships with external vendors, partners, and providers
- Documentation & Reporting:
- Document resolutions, procedures, and troubleshooting steps in the knowledge base
- Provide feedback to improve internal processes and user documentation
- Generate reports on recurring issues, trends, and areas for improvement
- Training & Mentorship:
- Assist in training and mentoring Level 1 support teams to improve their skills and reduce escalation rates
- Develop technical documentation and training materials for end-users and internal teams
- System Monitoring & Maintenance:
- Monitor system performance and proactively identify potential issues
- Perform scheduled maintenance and updates on systems, applications, and networks
- Assist in incident management and disaster recovery efforts
Required Skills and Qualifications:
- Technical Expertise:
- Strong knowledge of MacOS and Windows operating systems
- Experience with troubleshooting hardware, software, and network issues
- Strong experience with querying relational databases (e.g., Postgres, SQL Server, MySQL)
- Strong experience with scripting languages ( e.g., Bash, Python)
- Experience with logging systems (e.g., DataDog, CloudWatch, Splunk)
- Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk)
- Problem-Solving Abilities:
- An analytical mindset with the ability to diagnose complex technical problems
- Strong troubleshooting skills and ability to work under pressure
- Communication:
- Excellent verbal and written communication skills
- Ability to explain technical issues to both technical and non-technical stakeholders
Preferred Experience:
- 2+ years in a technical support role, preferably in a Level 2 capacity
- Experience working with ITSM (Information Technology Service Management) frameworks such as ITIL
- Certifications in relevant technologies (e.g., CompTIA, Microsoft) are a plus
This role is ideal for technically proficient individuals who enjoy solving complex problems while providing high-quality customer support.
- Full-time position with potential for on-call or evening hours
- Hybrid/remote work opportunity, with 2 days onsite weekly
Why we think you’ll love it here . . .
- The work we do makes a difference.
- Awesome team of diverse individuals who believe in each other and have a shared vision
- We respect the craft of software engineering and work to help each other grow.
- Energetic office environment available in Midtown Atlanta, but we are remote-first
- Mentorship from successful leaders across the company
- Company-paid certification exams & training
- Ability to work on new products and many different types of problems
- Competitive compensation and company equity
- Medical, dental, and vision benefits package
- Food. We love good food and sharing a meal (even virtually!)
RoadSync is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, veteran status, military obligations, pregnancy, marital status, or any other legally-recognized protected basis under federal, state, or local law. Every day our team is honored to work with individuals from all walks of life. We aim to build a team that reflects the diversity of our customers.
Each individual at RoadSync brings their own perspectives, work experiences, lifestyles, and cultures with them. We believe that a more diverse team creates more innovative products, provides a better service to our customers, and helps us grow and learn as individuals.
