Tier II Support

Kforce has a client that is seeking a Tier II Support in Lakeland, FL. Summary: This role partners closely with Technical Support, Product, and other internal teams to identify root causes, document software defects, and support timely resolution. Tier II Support Representatives strengthen the broader Customer Support organization by serving as subject matter experts, sharing knowledge, improving documentation, and collaborating across teams. Key Tasks:

• Own the investigation and resolution of complex customer issues that cannot be resolved through standard Tier I support processes
• Investigate product behavior, system functionality, and customer-reported issues to determine root cause, identify appropriate solutions if possible, and communicate recommended next steps
• Leverage internal support, diagnostic, and product analytics tools to research customer behavior, reproduce reported issues, and support investigations
• Manage complex customer cases from initial investigation through completion, providing timely and professional communication throughout the lifecycle of each issue
• Collaborate with Technical Support, Product, QA, and other internal stakeholders to investigate software defects, product behavior, and system issues
• Create detailed defect reports and internal work items that clearly document reproduction steps, customer impact, supporting evidence, and business context
• Verify issue resolution and communicate updates and outcomes to customers, coordinating with internal teams as needed
• Support API and Connect customers through designated phone and case channels while consistently meeting contracted service level agreements
• One to three years of experience in customer support, technical support, SaaS software support, or a related field
• Experience documenting software defects, enhancement requests, or technical investigations in a clear and organized manner
• Strong analytical, problem-solving, and critical thinking skills with the ability to evaluate complex situations and determine appropriate courses of action
• Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences
• Ability to manage multiple complex investigations simultaneously while maintaining exceptional customer service and attention to detail
• Demonstrated ability to investigate, analyze, and resolve complex software or system related issues
• Experience supporting APIs, software integrations, or technically complex SaaS products is preferred
• Familiarity with API troubleshooting tools such as Postman, REST APIs, SQL, or similar technologies is preferred