Senior Support Technician

Payrate: $42.00- $43.00/hr.
 
Summary
We're looking for an ambitious Senior Support Technician to become a key member of our Global Level 2 Onsite Support team. Based at our Alpharetta headquarters, you'll work closely with technical teams and colleagues across multiple regions to continuously improve the employee experience. This is an ideal opportunity for someone looking to step into a larger, more visible role within a global enterprise while remaining hands-on and close to technology. This is not a traditional support role focused solely on resolving tickets. We're looking for someone who takes ownership, drives action, solves difficult problems, and helps raise the technical capability and performance of those around them.
 
Responsibilities:

• This role focuses on complex technical challenges, major incidents, problem management, service improvement, and raising the capability of the wider support team. You'll be expected to:
• Lead technical investigations for complex, recurring, and high-impact issues.
• Act as the senior escalation point within the Level 2 support team.
• Drive Root Cause Analysis (RCA) and Problem Management activities.
• Identify recurring issues and deliver long-term solutions.
• Mentor and support other engineers.
• Proactively identify opportunities to improve service quality, efficiency, and user experience.
• Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.

 
Requirements:

• As the senior technical member of the Level 2 Onsite Support team, you will be expected to:
• Act as the highest technical escalation point within Level 2.
• Lead investigation and resolution of technical issues that cannot be resolved by other engineers.
• Provide technical challenges, guidance, and direction when working with engineering teams and technology specialists.
• Support executive and VIP users with professionalism, discretion, and confidence.
• Raise the technical capability of the wider team through coaching, mentoring, and knowledge sharing.
• Maintain a broad understanding of modern workplace technologies and their interaction within an enterprise environment.
• 5-10+ years of experience

 
Pay Transparency: The typical base pay for this role across the U.S. is: $42.00 - $43.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
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