Technical Support Specialist, Level 1-2

Intradyn is looking for a customer-focused and technically curious Technical Support Specialist to join our support team. This role is ideal for someone who enjoys helping customers, organizing support tickets, troubleshooting issues, and working with internal team members to find solutions.

This is a hybrid Level 1 and Level 2 support role. The person in this position will be responsible for answering support calls, managing CRM and DevSecOps tickets, communicating with customers, researching prior issues, performing initial troubleshooting, and escalating complex technical problems to Level 3 support when needed.

Level 1 Support Responsibilities

• Answer incoming support phone calls in a professional and helpful manner.
• Create new support tickets in CRM.
• Update existing CRM tickets with customer communication, internal notes, DevSecOps tickets and status changes.
• Assign tickets to the appropriate team members when needed.
• Reply to customers with updates based on information provided by internal team members.
• Follow up with customers to collect missing information, screenshots, logs, or details.
• Monitor open tickets and make sure customers receive timely responses.
• Help coordinate communication between customers and the internal support or technical team.
• Maintain a clear and organized record of customer issues and actions taken.

Level 2 Support Responsibilities

• Review customer issues and perform initial troubleshooting.
• Search DevSecOps for similar past tickets and review previous solutions.
• Use known fixes, documentation, and internal notes to help resolve common issues.
• Work with other support and technical team members to determine possible solutions.
• Gather technical details before escalating, such as product version, error messages, screenshots, logs, and steps to reproduce the issue.
• Identify when an issue requires a technical call, deeper investigation, or code change.
• Escalate complex issues to Level 3 support with clear notes and all relevant information.
• Document repeated issues, common fixes, and troubleshooting steps for future reference.
• Help improve the internal knowledge base by identifying patterns in support tickets.

Required Skills and Qualifications

• Strong verbal and written communication skills.
• Comfortable answering customer phone calls and responding to support emails.
• Strong organizational skills and attention to detail.
• Ability to manage multiple open tickets and follow up consistently.
• Experience using a ticketing system, CRM, DevSecOps, or support platform.
• Ability to search past tickets, documentation, and internal notes to find possible solutions.
• Basic technical troubleshooting ability.
• Willingness to learn technical products and support processes.
• Ability to work with internal team members and communicate customer issues clearly.
• Professional, patient, and customer-focused attitude.
• Good judgment on when to resolve an issue directly and when to escalate.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Work From Home