Technical Support Specialist, Level 1-2

Role Overview

Intradyn is seeking a service-oriented Technical Support Specialist who is comfortable with both customer interaction and hands-on technical problem solving. The position suits someone who likes helping users, keeping support work well organized, investigating issues, and partnering with internal teams to reach a resolution.

This opening combines Level 1 and Level 2 support duties. The selected candidate will handle inbound support calls, maintain CRM and DevSecOps tickets, communicate updates to customers, investigate previously resolved cases, carry out first-line troubleshooting, and pass more complex technical matters to Level 3 support when required.

Level 1 Support Duties

• Professionally answer incoming support calls and provide a helpful first point of contact.
• Open new support cases in the CRM system.
• Keep CRM records current by adding customer messages, internal comments, DevSecOps references, and status updates.
• Route tickets to the right internal team member when needed.
• Share progress updates with customers using information provided by internal staff.
• Reach out for missing details such as screenshots, logs, or other case information.
• Track active tickets to ensure customers receive prompt responses.
• Help coordinate communication between customers and the internal support or technical team.
• Maintain accurate, well-structured records of customer issues and actions taken.

Level 2 Support Duties

• Assess customer problems and perform initial troubleshooting steps.
• Search DevSecOps records for similar historical cases and review prior resolutions.
• Apply known solutions, documentation, and internal notes to resolve common issues.
• Collaborate with support and technical colleagues to identify likely fixes.
• Collect technical details before escalation, including product version, error messages, screenshots, logs, and reproduction steps.
• Recognize when a matter needs a technical call, additional investigation, or a code-level change.
• Escalate advanced issues to Level 3 support with complete notes and supporting context.
• Record recurring problems, common resolutions, and troubleshooting approaches for future use.
• Contribute to the internal knowledge base by spotting recurring patterns in support cases.

Required Qualifications

• Excellent verbal and written communication skills.
• Comfort with handling customer phone calls and responding to support emails.
• Strong organizational habits and close attention to detail.
• Ability to manage several open cases at once and follow up reliably.
• Experience working with a ticketing system, CRM, DevSecOps tool, or other support platform.
• Ability to search old tickets, documentation, and internal notes to uncover possible solutions.
• Basic technical troubleshooting ability.
• Willingness to learn technical products and support workflows.
• Ability to work effectively with internal team members and explain customer issues clearly.
• Professional, patient, and customer-first attitude.
• Sound judgment about when to solve an issue directly and when to escalate it.

Benefits

• Medical, dental, and vision health coverage.
• Retirement benefits including 401(k) and IRA options.
• Life insurance coverage, including basic, voluntary, and AD&D.
• Paid time off for vacation, sick leave, and public holidays.
• Short-term and long-term disability coverage.
• Training and development opportunities.
• Work-from-home flexibility.