• Provide timely and professional support through email, chat, phone, and ticketing systems. • Troubleshoot common product, account, and workflow-related issues for customers and internal users. • Accurately document customer interactions, troubleshooting steps, and resolutions. • Escalate unresolved, urgent, or complex issues to senior team members when appropriate. • Manage assigned ticket queues and ensure timely follow-up and case resolution. • Support multiple products, communication channels, and operational needs based on business priorities. • Maintain quality, productivity, and customer service standards across all assigned work. • Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching. • Communicate clearly and professionally with customers, teammates, and leadership. • Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.

Role Description We are seeking a skilled Tier 2 Technical Support Specialist to handle high-priority and escalated issues delegated by the Tier 2 Lead, providing top-tier troubleshooting and resolutions. This role also involves escalating bugs, tasks, and customization requests to engineering as needed, ensuring seamless communication and resolution. The ideal candidate demonstrates advanced time and task management, strong ownership, accountability, and exceptional problem-solving skills while proactively identifying communication breakdowns and implementing effective solutions. This is a remote or hybrid role reporting to the Manager of Technical Support. What you will be responsible for - Provide high quality customer support to Fullpath’s customers - Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats - Open, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk - Collaborate with Tier 2 Team Lead, Tier 2 Tech Lead, and Engineering to solve technical product issues while keeping in constant communication with the customer - Demonstrate a “can do” attitude to solve as many issues at your resolution level - Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources - Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members Qualifications - At least 2+ years of experience in Senior Technical Support experience - At least 2+ years of experience in troubleshooting for SaaS products - At least 1-year of experience working with Tier 1 Lead /Tier 2 support - Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.) - Service-oriented approach with strong client-focused skills, comfortable making calls to customers in order to speed up the issues resolution - Team player with collaborative work style - Excellent time management and organizational skills - Excellent English verbal and written communication skills - Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage - Experience with HTML / CSS / SQL - strong advantage - Legal authorization to work in the United States without the need for employer sponsorship now or in the future - Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role - Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity - Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication Requirements - The top candidate will also have experience working in the automotive industry - Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) Benefits - Competitive compensation & comprehensive benefits—because your well-being matters - Flexible, family-friendly environment that supports work-life balance - Global team of innovators, collaborators, and go-getters who challenge and uplift one another - Cutting-edge AI technology that delivers real value and solves complex challenges for our customers - Fast-paced startup culture with endless opportunities for learning, growth, and ownership - A culture built on feedback, initiative, and mutual success, where your voice is heard and your potential is nurtured - Join us in shaping the future of automotive retail—we’re just getting started - Annual base starting salary: $65,000 - $75,000 depending on experience and other qualifications of the successful candidate - Benefits Options: Medical, Dental, Vision, Disability, Life/AD&D, EAP, 15 vacation days per year to start, 80 hours of sick leave, 12 paid holidays, paid parental leave, & 401k with company match

Your role at DynatraceWe are looking for a Junior IT Support Engineer to join our Corporate IT Technical Support team in Maidenhead UK. This role is hybrid, with your primary location being our Maidenhead office and flexibility to work from home Responsibilities - Act as the first point of contact for our employees to enable their digital work life. - Perform initial triage of tickets, resolve issues, qualify and escalate Incidents and Service Requests. - Troubleshoot and resolve client technology issues and execute local/regional projects as part of global programs (e.g., deployment of new hardware and software). - Install and provide high-quality equipment (high-performance notebooks, MacBooks, etc.) for modern workplaces. - Understand employee needs and support IT training activities. - Support local events and manage digital collaboration tools and meeting room equipment. - Coordinate external IT service providers. - Maintain accurate stock records, prepare asset requests, and manage disposals. - Identify opportunities for improvement and collaborate with distributed IT teams. - Depending on your interests, lead or participate in IT projects for continuous improvement. What will help you succeedYour profile - Completed IT education or final-year student in Computer Science. - Fluent in English (written and spoken). - Strong knowledge of Microsoft environments (Windows OS, M365, Active Directory, Group Policy, etc.). - Familiarity with macOS as a regular user. - Ability to troubleshoot and accurately diagnose IT-related issues (hardware and software). - Understanding of cloud platforms (Microsoft 365, Azure) and collaboration tools (Teams, Zoom, Slack, SharePoint). - Basic knowledge of cybersecurity principles. - Familiarity with networking concepts (TCP/IP, UDP, DNS, DHCP, VPN). - ITIL Foundation Certification or knowledge of ITIL concepts is a plus. Why you will love being a Dynatracer - Dynatrace is a leader in unified observability and security. - We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. - Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances. - The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences. - Over 50% of the Fortune 100 companies are current customers of Dynatrace.

• Serves as customer liaison with internal CrowdStrike stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties. • Resolves customer problems via telephone, email, chat or remote access. • Research customers’ technical issues in a timely manner and follow up with recommendations and action plans. • Escalates cases to management when customer satisfaction comes into question. • Participates in functional groups to identify and drive resolution for escalated cases. • Contribute and utilize internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. • Create knowledge base content and systems to capture new learning for reuse throughout the company and user base. • Lead technical communications within the team to share best practices and knowledge. • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the CrowdStrike service. • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. • Exceeds customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Collect information and document bugs with Engineering for product issues that are impacting customers. • Pushes creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements to delight customers. • Subject Matter Expert on one key product feature.