- Waltham, Massachusetts, United States
- Hybrid
- Full-time · Senior
- $100K–$125K per year
- 5+ years
The Senior Software Support Specialist will be the technical lead for the Tier-2 Platform Support team, guiding specialists through complex escalations, owning the full bug lifecycle, and managing incident lifecycle metrics to improve time-to-X metrics.
Compensation
The estimated base salary range for new hires into this role is $100,000 – $125,000 annually + bonus depending on factors such as job-related skills, relevant experience, and location.
Responsibilities
- Mentor Tier-2 Platform Support Specialists on troubleshooting and escalation
- Set the team's standard for triage, diagnostics and escalation quality
- Serve as the escalation point for complex, ambiguous or high-priority tickets
- Keep the Tier-2 Operating Guide, SOPs, knowledge base and response scripts current
- Move every bug from intake to resolution within SLA
Requirements
- Nice to have: Postman
- Nice to have: incident.io
- Nice to have: PagerDuty
- Nice to have: Coralogix
- Nice to have: Jira Automation