Delivering exceptional customer care in a fully remote capacity, the full-time Technical Support Specialist II will manage Zendesk inquiries, troubleshoot cloud SaaS solutions, and collaborate with cross-functional teams to resolve complex software issues. Key responsibilities: Provide high-quality customer support by triaging tickets and ensuring prompt resolutions while maintaining seamless issue transitions Act as a professional brand representative, driving customer satisfaction through high-touch experiences across diverse client bases Utilize diagnostic tools to investigate and resolve complex operational issues, while documenting software bugs and advocating for feature enhancements Required qualifications: 4+ years of experience in tier-2 or higher technical support within an enterprise software or SaaS organization Proven track record of managing and exceeding SLA and KPI metrics, including customer satisfaction and time to resolution Solid foundational knowledge of Cloud SaaS architecture and enterprise software workflows Hands-on experience with application performance monitoring tools such as Datadog or Application Insights Experience in public safety software or emergency communications systems is highly desirable Experience: 4 years required