• Provide first-line technical support via chat, ticketing systems, calls, and screen sharing • Troubleshoot, diagnose, and resolve technical issues in a timely manner • Manage a high volume of support tickets, ensuring SLA compliance • Reproduce and analyze issues reported by customers • Escalate complex issues to engineering teams with clear documentation • Guide customers through product features and troubleshooting steps • Maintain accurate documentation of support interactions and resolutions • Continuously learn and stay updated on product features and technical updates

• Act as a key technical authority across Aevi’s platforms • Lead complex investigations and resolve business-critical production incidents • Shape technical solutions across distributed payment systems • Operate as an L3/L4 escalation point, working across Engineering, Architecture, Product, Delivery and external partners • Mentor analysts and strengthen engineering processes • Actively contribute to platform stability and technical excellence

• 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