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Remote Tier 2 Support Jobs in Georgia (NOW HIRING)

MacStadium

Technical Support Specialist

Atlanta, GA · On-site +1

$55K - $70K/yr

We are a remote-first company with a global team. We value autonomy, curiosity, and a bias toward ... We are investing in the support team to stay ahead of that growth - adding a Tier 1 Support ...

Printpack

Information System Manager

Atlanta, GA · On-site +1

Effectively triage, manage, and resolve JD Edwards (JDE) Tier 1 and Tier 2 application support ... Position qualifies for 100% remote policy at Printpack * Work performed primarily in an office ...

micro1 AI

Senior Counsel - Remote

Augusta, GA · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

micro1 AI

Senior Counsel - Remote

Athens, GA · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

micro1 AI

Senior Counsel - Remote

Macon, GA · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

micro1 AI

Senior Counsel - Remote

Savannah, GA · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

micro1 AI

Senior Counsel - Remote

Sandy Springs, GA · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

micro1 AI

Senior Counsel - Remote

South Fulton, GA · Remote

$140 - $400/hr

Remote micro1 is engaging lawyers to contribute their subject-matter expertise in support of a ... We are seeking candidates with top-tier legal training and exposure to sophisticated, high-stakes ...

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Remote Tier 2 Support information

How do remote tier 2 support professionals collaborate with tier 1 and tier 3 teams to resolve complex technical issues?

Remote Tier 2 Support professionals often act as a bridge between Tier 1 (frontline) and Tier 3 (advanced) support teams. They routinely communicate with Tier 1 to gather detailed information about reported issues and may provide guidance or documentation to help resolve recurring problems at the initial stage. For more complex cases, Tier 2 escalates issues to Tier 3 while ensuring all relevant troubleshooting steps and findings are thoroughly documented. Regular virtual meetings, ticketing systems, and chat platforms are commonly used to maintain efficient collaboration and knowledge sharing across support levels.

What are the key skills and qualifications needed to thrive as a remote tier 2 support specialist, and why are they important?

To thrive as a Remote Tier 2 Support specialist, you need a solid understanding of troubleshooting, networking, and operating system concepts, typically backed by experience in IT support and relevant certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate. Familiarity with ticketing systems (such as Zendesk or ServiceNow), remote desktop tools, and diagnostic utilities is essential for resolving complex technical issues. Strong communication, patience, and problem-solving abilities help you effectively assist users and collaborate with both customers and team members. These competencies ensure efficient resolution of escalated issues and maintain high levels of user satisfaction in a remote work environment.

What is remote tier 2 support?

Remote Tier 2 Support roles involve providing advanced technical assistance to customers or users who are experiencing issues that cannot be resolved by Tier 1 support teams. These professionals typically work from a remote location, using tools such as email, chat, or remote desktop software to diagnose and troubleshoot complex problems. Tier 2 support staff often escalate critical issues to higher-level teams if needed, and may also document solutions, contribute to knowledge bases, and assist in training lower-tier support agents. Strong troubleshooting skills, technical knowledge, and effective communication are important for success in this role.
What job categories do people searching Remote Tier 2 Support jobs in Georgia look for? The top searched job categories for Remote Tier 2 Support jobs in Georgia are:
What cities in Georgia are hiring for Remote Tier 2 Support jobs? Cities in Georgia with the most Remote Tier 2 Support job openings:
Remote Tier 2 Support jobs near you
Infographic showing various Remote Tier 2 Support job openings in Georgia as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution.

Technical Support Specialist - Tier II

CallRail

Atlanta, GA • On-site, Remote

$2.0K/day

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 12 days ago

Job description

The Position
CallRail is looking for a Technical Support Specialist (Tier II) to join our team. Tier II specialists act as our senior technical detectives-taking point on complex integrations, data attribution discrepancies, and advanced product workflows. You will bridge the gap between front-line support and core engineering, taking ownership of tricky technical issues to resolution while helping uplift our Tier I team.
What You'll Do
  • Technical Escalations: Own end-to-end investigation for escalated tickets involving telephony (call routing), web script behavior (DNI), webhooks, API requests, and third-party integrations (e.g., Google Ads, GA4, Salesforce, HubSpot).
  • Root-Cause Investigation: Use browser developer tools, server logs, API testing tools (like Postman), and database queries to isolate whether an issue stems from CallRail, a client's site code, or a third-party endpoint.
  • High-Quality Handoffs: When identifying problem tickets or escalating issues to internal partners, thoroughly document identified failure points, reproducible test steps, payload logs, and diagnostic findings to ensure proper prioritization and solutioning for customers.
  • Knowledge Sharing: Turn freshly solved complex cases into actionable notes to reduce repeat escalations.
  • Technical Consultation: Assist customers via all channels and scheduled screen-share calls to guide them through complex setups or tricky technical troubleshooting.
  • Stakeholder Communication: Provide calm, objective, and timely technical updates during high-priority incidents to leadership, Account Managers, and Sales, managing expectations with clarity and tact.

What You'll Need
  • Troubleshooting Aptitude: Proven experience isolating root causes in complex software ecosystems where documentation may not have an immediate answer.
  • Web Tech Familiarity: Practical understanding of web fundamentals-reading HTML/CSS, basic JavaScript behavior, inspecting web pages (DevTools Network/Console tabs), and understanding REST API structures (JSON payloads, status codes).
  • MarTech & Attribution Knowledge: Familiarity with how digital marketing tracking works (UTM parameters, URL query strings, conversion tracking in Google Ads/GA4).
  • Technical Communication: Ability to translate dense technical realities into simple explanations for customers, while understanding the technical logic of the product enough to communicate with developers.
  • Resourcefulness & Critical Inference: Ability to independently test hypotheses in a sandbox environment using our product tools and online technical documentation before escalating.
  • Interpersonal & Departmental Diplomacy: Ability to communicate professionally and constructively across technical and non-technical departments (from software engineers to executive leadership and sales reps).

If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.
Additional Perks
  • Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
  • Competitive HSA with company matching
  • Paid parental leave
  • Flexible vacation policy
  • 401K options with company dollar-for-dollar match
  • Employee stock options available from day one
  • $2,000 annual educational allowance
  • Catered lunch every Tuesday * an in-office perk
  • MARTA transportation or office parking expenses covered
  • Employee charitable donation company match, up to $500 annually
  • Regular company outings and events
  • Hybrid work options with $500 office stipend to set up your home office
  • Designated bike storage

Learn more: https://www.callrail.com/about/
You Are Welcome Here
CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
Continuous adoption of AI technologies is essential to this role. You will be expected to leverage AI platforms to streamline operations, solve complex problems, and stay ahead of industry benchmarks.
This position is based out of our Atlanta office. Through December 2026, employees are expected to work in the office on Tuesdays and Thursdays.
Beginning in January 2027, CallRail will transition to a 3.5-day hybrid work model. Employees will work in the office on Mondays, Tuesdays, and Thursdays, with Wednesdays alternating bi-weekly between remote and in-office. Fridays will remain remote.

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