L2 Support Engineer
Remote regions
GlobalBenefits
Unlimited PTO
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Support Operations:
- Handle complex tickets escalated from L1, resolving autonomously or escalating further.
- Monitor daily ticket volumes and report issues or patterns to Head of Support.
- Perform quality control, including ticket reviews and bad rating audits.
Process Improvement:
- Review and audit macros, FAQs, automations, and triggers.
- Provide structured feedback and improvement suggestions to Head of Support.
- Maintain and optimize Zendesk workflows and support operations.
Collaboration and Mentorship:
- Work closely with Support Ops, QA, Product, and Development teams.
- Help identify recurring issues and suggest improvements.
- Contribute to high support quality as the company scales.
Progress Partners
Progress Partners is a fast-growing technology company building next-generation SaaS and mobile platforms. Our global team of experts collaborates across time zones to deliver category-defining innovations used by millions in over 160 countries.