Customer Support Specialist I

Customer Support Specialist II

Function: Customer Experience

Reports to: Manager, Customer Support

• Reviewed: 4.2026
• Location: Toronto Metro Area - Remote

Position Summary

As Software Support Specialist Tier 2 for eScribe, you will act as a subject matter expert on our platform, providing high-quality, second-line technical support for escalated customer issues. You’ll troubleshoot complex technical problems, support cross-functional teams, and advocate for customer needs with Product and Engineering.

The ideal candidate is customer-obsessed, highly technical, and thrives in a collaborative environment. You’ll play a key role in ensuring our customers receive timely, effective, and thoughtful support that aligns with our commitment to a top-tier experience.

Our current support hours are 8:30am – 8pm ET. You must be available to work a shift that falls within those hours and the shifts rotate among the team members.

Shifts include

• 8:30 - 5PM
• 10 - 6:30 PM
• 11:30 AM - 8PM
• The team will rotate on-call shifts approximately 1 week/month. (8pm – 11pm ET, Monday - Friday)

Key Responsibilities

Technical Support & Troubleshooting

• Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support.
• Investigate environmental factors affecting performance (e.g., networks, browser settings, APIs, integrations).
• Respond to customer inquiries via ticketing system, phone, and video conferencing.
• Document technical issues thoroughly, including steps to reproduce, system logs, and customer impact.

Product Knowledge & Enablement

• Become an expert in our product suite, features, and customer use cases.
• Stay current with product updates and actively contribute to internal knowledge sharing.
• Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles.

Customer & Cross-Functional Collaboration

• Act as a technical liaison between Customer Experience, Product, Engineering, and QA.
• Provide clear updates to customers and internal stakeholders on ticket status and resolution timelines.
• Participate in customer feedback loops to inform product enhancements.
• Support product release readiness and identify potential risks from a support perspective.

Skills and Experience Needed

• 5+ years of technical support experience in a SaaS or enterprise software environment, with at least 1 year of experience working in a Tier 2 capacity
• 3+ experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms.
• 1+ experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS). is strongly preferred.
• Knowledge of AV and networking systems and troubleshooting (router settings, switch ports, troubleshooting VLAN, etc.)
• Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML.
• Strong analytical, diagnostic, and troubleshooting abilities.
• Excellent communication skills with the ability to explain technical issues to non-technical audiences.
• Experience in cross-functional collaboration with Product, Engineering, and QA teams.
• Proven ability to prioritize and manage multiple issues in a fast-paced environment.
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