Note: The job is a remote job and is open to candidates in USA. LivTech is hiring a Customer Support Tier 2 Specialist to support specialized brands within its division. The role resolves escalated and technically complex software issues, investigates logs and system behavior, documents defects, mentors Tier 1 staff, and handles PHI according to HIPAA and internal data handling policies.
Responsibilities
- Own escalated tickets from Tier 1 for 1-2 assigned brands, including configuration issues, data discrepancies, and non-standard troubleshooting
- Investigate, diagnose, and troubleshoot complex technical issues across the assigned application(s)
- Analyze application logs, error messages, and system behavior to identify root cause
- Use browser developer tools to inspect network activity, console errors, and performance issues
- Reproduce defects and clearly document findings for engineering and product teams
- Escalate to the Universal Specialist when an issue requires cross-brand or multi-divisional technical depth
- Mentor Tier 1 staff on troubleshooting technique and product knowledge
- Maintain and improve knowledge base content based on escalation patterns
- Handle PHI in accordance with HIPAA and internal data handling policies
Skills
- • Demonstrated troubleshooting ability with software platforms, including logs and edge cases
- • Experience using browser developer tools (Chrome DevTools or similar)
- • Ability to read and interpret application, server, or browser logs
- • Strong communication skills with both technical and non-technical audiences
- • Ability to learn and apply HIPAA and data handling requirements
- • Background in QA or software testing
- • Experience with bug tracking systems (Jira, Azure DevOps, or similar)
- • Basic understanding of APIs and tools like Postman
- • Exposure to SQL for data investigations
- • Experience supporting SaaS or healthcare technology products
Benefits
- Health Insurance: individual policy, employer/employee shared cost
- Teladoc: included in health insurance
- Flexible Spending Accounts: employee paid
- Disability Insurance: Short Term Disability-employer paid; Long Term Disability-employee paid
- Life Insurance: $50,000 employer paid, additional employee paid
- Accident Care: employee paid
- Critical Care: employee paid
- Dental Insurance: employee paid
- Vision Insurance: employee paid
- Legal & ID Shield: employee paid
- Pet Insurance: employee paid
- Paid Time Off (PTO)
- 401k Retirement Plan: employee paid
- Employee Assistance Program (EAP): employer paid
- Paid Holidays
Company Overview