Technical Support Consultant I
Employer not yet confirmed · United States · remote
Technical Support Consultant I (Tier 2 Support) Why You Should Join
Bring technical depth and clear communication to a role where both matter. As a Technical Support Consultant, you’ll solve complex product and application issues while guiding audiences ranging from end users and system administrators to contractors, engineers, internal stakeholders, and senior leaders.
You’ll deepen your technical expertise, influence operational improvements, and deliver legendary support through accurate guidance, clear expectations, dependable follow-up, and consistent ownership.
What You’ll Do
- Resolve escalated incidents and service requests through advanced troubleshooting and technical analysis.
- Analyze logs, configurations, APIs, integrations, authentication, and release changes to identify root causes, determine the appropriate corrective action, and coordinate resolution.
- Reproduce issues in test or sandbox environments to validate behavior and speed resolution.
- Translate technical findings into clear, actionable guidance for audiences with different levels of expertise.
- Communicate progress, impact, uncertainty, ownership, and next steps throughout the support lifecycle.
- Partner with Engineering and Product on defects, performance issues, compatibility concerns, and enhancements.
- Document investigations, decisions, and resolutions in support and knowledge systems.
- Identify recurring issues and recommend improvements to processes, documentation, monitoring, and reliability.
- Create technical content and help strengthen Tier 1 support capabilities.
- Manage escalations with calm, credible communication and ownership through resolution or appropriate handoff.
- Build proficiency across multiple assigned products, with primary ownership of one and the flexibility to support others as business needs evolve.
- Participate in scheduled after-hours product support rotations as required, with additional pay for approved on-call shifts.
Required Qualifications & Skills
- 3+ years of experience in technical support, application support, product support, IT operations, or a related field.
- Experience troubleshooting multi-tier applications, including web applications, APIs, databases, and authentication technologies such as SAML and OAuth.
- Hands-on experience with browser developer tools, HAR files, API testing tools such as Postman, and log analysis or monitoring platforms.
- Working knowledge of incident, problem, and knowledge management practices.
- Strong analytical skills and the curiosity and persistence to find root causes.
- Demonstrated ability to explain complex technical information clearly and credibly to technical and non-technical audiences.
- Ability to adjust technical depth and terminology without sacrificing accuracy.
- Consistent ownership, follow-through, judgment, and professionalism during escalations.
- Ability to collaborate across teams while maintaining accountability for next steps.
Preferred Qualifications
Experience in one or more of the following areas is preferred:
- Experience supporting applications on Windows Server, including services, permissions, event logs, patching, and server configuration.
- Working knowledge of IIS, including application pools, bindings, authentication settings, SSL certificates, and common HTTP errors.
- Knowledge of networking and web fundamentals, including DNS, ports, firewalls, proxies, HTTP/S, and TLS certificates.
- Experience troubleshooting Microsoft SQL Server using queries, logs, connection settings, permissions, and performance indicators.
- Familiarity with identity platforms and directories such as Auth0, Microsoft Entra ID, or Active Directory.
- Experience supporting SaaS and customer-managed on-premises applications and coordinating resolution with Engineering, Cloud Operations, Professional Services, or customer IT teams.
What Success Looks Like
Legendary support means consistently combining technical accuracy, clear communication, and strong ownership.
- Resolve complex issues through disciplined investigation and effective collaboration.
- Match the message and level of detail to the audience while preserving accuracy.
- Own the customer experience through resolution or a clear, appropriate handoff.
- Set realistic expectations and provide timely updates, follow-up, and next steps.
- Document reusable knowledge and help strengthen Tier 1 capabilities.
- Use recurring issues to improve support processes, product reliability, and customer experience.
- Build proficiency across assigned products and contribute reliably to scheduled coverage, including after-hours support rotations.
Why You’ll Want to Work Here
- Comprehensive U.S. benefits that include health and wellness coverage, life and disability insurance, retirement contributions, open paid time off, and at least 10 paid holidays.
- Family-focused resources that include paid parental and bonding leave, fertility and family-planning support, adoption assistance, and backup care.
- Mental-health, financial-wellness, employee-discount, and education-assistance programs.
- Flexibility to work remotely or from a company office where available.
- Eligibility for additional pay when taking an approved on-call shift.
- Opportunities to build transferable technical, customer-support, and leadership skills and pursue future roles across Fortive.
- A collaborative team where you can influence support practices and work directly with Engineering and Product