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CAREERS

Technical Support Specialist (Tier 1-2)

Full-time  |  Support  |  NYC

City Hive is seeking an experienced Technical Support Specialist to join our Tier 2 support team. In this role, you will be responsible for investigating and resolving complex technical issues that require in-depth platform knowledge and troubleshooting expertise. As a Tier 2 specialist, you’ll serve as an escalation point for challenging technical problems while delivering exceptional customer service to our diverse client base—from national brands to local family-owned businesses. The ideal candidate combines strong technical skills with excellent communication abilities and a passion for problem-solving.

Key Responsibilities:
  • Serve as the technical escalation point for complex platform issues that require advanced troubleshooting and system knowledge
  • Perform in-depth technical analysis including log file examination, database queries, and system diagnostics to identify root causes
  • Develop and implement technical solutions for issues related to APIs, integrations, data flows, and platform functionality
  • Create detailed technical documentation of complex issues, including reproduction steps, root cause analysis, and resolution methods
  • Conduct technical configuration reviews to optimize client platform setups and prevent recurring issues
  • Collaborate with engineering teams to isolate and resolve product bugs, providing comprehensive technical context
  • Analyze client-specific technical data to identify optimization opportunities and recommend appropriate solutions
  • Build and maintain a knowledge base of technical solutions for recurring issues to enhance team efficiency
  • Mentor Tier 1 support specialists on technical troubleshooting methodologies and best practices
  • Participate in on-call rotations for critical technical support needs
Technical Requirements:
  • 3+ years of technical support experience, preferably in SaaS or e-commerce environments
  • Strong troubleshooting skills with the ability to methodically isolate and resolve complex technical issues
  • Working knowledge of RESTful APIs, webhooks, and integration principles
  • Proficiency with SQL queries for diagnosing database-related issues
  • Experience with web technologies including HTML, CSS, and JavaScript fundamentals
  • Understanding of browser developer tools for front-end issue investigation
  • Familiarity with technical logging systems and ability to interpret error messages
  • Experience with at least one programming or scripting language (Python, JavaScript, etc.)
  • Knowledge of e-commerce platforms and common integration points (payment gateways, inventory systems)
  • Ability to use technical diagnostic tools to identify performance bottlenecks
  • Proficiency with AI tools such as ChatGPT, Claude, Midjourney, or similar platforms to enhance productivity and customer support
Additional Qualifications:
  • Excellent problem-solving abilities with systematic analytical approach
  • Strong written communication skills for documenting complex technical processes
  • Customer service orientation with ability to explain technical concepts to non-technical users
  • Self-starter mentality with ability to manage multiple technical cases simultaneously
  • Experience with technical support tools such as Zendesk, Jira, or similar platforms
  • Background in e-commerce technologies or retail systems is highly desirable
  • Experience with Zoho products, Google Analytics, and Appcues is beneficial
  • Knowledge of beverage alcohol industry systems and regulations is a plus
Key Performance Indicators:
  • Technical issue resolution rate and complexity handling metrics
  • Average resolution time for Tier 2 cases
  • Documentation quality and knowledge base contributions
  • Customer satisfaction scores for technical issue resolution
  • First-contact resolution percentage for escalated issues
  • Knowledge transfer effectiveness to Tier 1 team members
  • Process improvement initiatives implemented
  • Technical feedback provided to product development teams

Employment Type
Full-time

Department
Support

Location
NYC

Salary
$72K - $88K