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Remote Tier 2 Support Jobs in Illinois (NOW HIRING)

Reyes Holdings

Sr. Network Security Engineer

Rosemont, IL · On-site +1

$57 - $74.50/hr

... remote access technologies * Responsible for troubleshooting and processing network and firewall operational tickets received from Tier 1 and Tier 2 support personnel as well as escalated incidents ...

Reyes Holdings

Sr. Network Security Engineer

Rosemont, IL · On-site +1

$57 - $74.50/hr

... remote access technologies * Responsible for troubleshooting and processing network and firewall operational tickets received from Tier 1 and Tier 2 support personnel as well as escalated incidents ...

Ontrac Solutions

Production Engineer (IC4)

Chicago, IL · On-site +1

$75 - $85/hr

Tier-2 operational support: Willingness and experience to partner closely with an SRE team providing "follow-the-sun" tier-2 support, including hands-on incident response and break/fix operations on ...

Outform Group

Technical Solutions Manager

Chicago, IL · Remote

This role owns Level 2 technical support for deployed digital experiences, including proactive monitoring, remote diagnostics, media player and display troubleshooting, hardware/software/connectivity ...

YO AI Labs

Lawyer - Remote

Chicago, IL · Remote

$81K - $106K/yr

Remote Engaging lawyers to contribute their subject-matter expertise in support of a customer ... This opportunity is tailored for US-based legal professionals with backgrounds at top-tier law ...

YO AI Labs

Attorney - Remote

Chicago, IL · Remote

Remote Engaging lawyers to contribute their subject-matter expertise in support of a customer ... Current or prior experience at a top-tier US law firm, with exposure to varied practice areas.

SOM

User Support Analyst I

Chicago, IL · On-site +1

Provide Tier 1 and 2 end user support to the local/ regional offices, including remote/work from home staff. * Promptly respond to service desk requests (tickets, emails, Slack channels, etc ...

GLORY

Director, Strategic Accounts -Retail

Chicago, IL · Remote

$120K/yr

United States/Remote Reporting To: Regional VP, Key Accounts and Partners Retail Description The ... of tier 1 and upper tier 2 (greater than $1 Billion in revenue with over 500 stores) retail ...

YO AI Labs

Corporate Attorney - Remote

Chicago, IL · Remote

Remote Engaging lawyers to contribute their subject-matter expertise in support of a customer ... Current or prior experience at a top-tier US law firm, with exposure to varied practice areas.

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Remote Tier 2 Support information

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.

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 are popular job titles related to Remote Tier 2 Support jobs in Illinois?

For Remote Tier 2 Support jobs in Illinois, the most frequently searched job titles are:

What job categories do people searching Remote Tier 2 Support jobs in Illinois look for?

The top searched job categories for Remote Tier 2 Support jobs in Illinois are:

What cities in Illinois are hiring for Remote Tier 2 Support jobs?

Cities in Illinois with the most Remote Tier 2 Support job openings:

Remote Tier 2 Support jobs near you

Sr. Technical Business Analyst (Remote)

Inspira Financial

Oak Brook, IL • Remote

Full-time

Posted 26 days ago

Inspira Financial rating

7.8

Company rating: 7.8 out of 10

Based on 22 frontline employees who took The Breakroom Quiz

Job description

The Senior Technical Business Analyst, Production Support will report to the Manager in the Product Management department and serve as the first line of defense for escalated production issues across Investment Platform products. This role is responsible for triaging defects escalated through Tier 2 support, performing advanced troubleshooting, analyzing business rules and system behavior, and partnering with development to support root cause analysis and resolution planning.
This individual will work closely with two developers responsible for code fixes while coordinating with QA, business stakeholders, product managers, client service, operations, and other cross-functional partners to ensure defects are understood, prioritized, documented, and resolved with the right business outcome. The role requires strong technical troubleshooting acumen, excellent communication skills, empathy for end users, and the ability to independently manage a high-volume support backlog while maintaining clear requirements, acceptance criteria, and decision documentation.
Key Responsibilities
  • Serve as the primary triage owner for production defects and escalations across Investment Platform products.
  • Evaluate issues escalated from Tier 2 support, confirm business impact, gather evidence, and determine next steps for resolution.
  • Perform advanced troubleshooting using available data, logs, application behavior, business rules, and user-reported symptoms.
  • Partner with developers to support root cause analysis, clarify expected behavior, identify rule gaps, and validate the appropriate corrective action.
  • Analyze business rules, workflows, data conditions, and exception scenarios to determine whether issues are defects, configuration gaps, process issues, or enhancement opportunities.
  • Develop evidence-based recommendations regarding issue classification, business impact, severity, priority, and resolution approach, and escalate decisions when additional Product, business, compliance, or technical approval is required.
  • Assess production issues using established severity and priority criteria, support major incident response when needed, and ensure appropriate stakeholders receive timely and accurate updates.
  • Work with client service to manage and prioritize the production defect backlog based on business impact, urgency, risk, dependencies, and stakeholder needs.
  • Write clear requirements, user stories, and acceptance criteria for defect fixes and production support enhancements.
  • Engage QA early to ensure test scenarios, regression needs, edge cases, and validation expectations are clearly defined.
  • Support release readiness and post-production validation by confirming that corrective actions address the documented issue, acceptance criteria, business rules, and identified regression risks.
  • Coordinate with business stakeholders, product managers, operations, development, and QA to align on the correct solution and expected business outcome.
  • Document investigation findings, business decisions, root cause details, workarounds, resolution notes, and validation results for future reference.
  • Maintain centralized knowledge articles, troubleshooting playbooks, defect patterns, and operational support documentation.
  • Analyze defect trends, recurring failure patterns, aging work items, and root-cause themes to identify opportunities for product, process, monitoring, or documentation improvements.
  • Identify recurring issue themes and recommend preventive improvements to reduce repeat escalations and improve the end-user experience.
  • Use tools such as SQL, MongoDB, Datadog, FullStory, Salesforce, AI-enabled tools, and Azure DevOps to investigate, document, track, and communicate production issues.
  • Handle production data and customer information in accordance with established security, privacy, compliance, and access-control requirements.
  • Communicate status, impact, risks, dependencies, and decisions clearly to technical and non-technical audiences.
  • Facilitate working sessions with client service and Tier 2 support to resolve ambiguity, align stakeholders, and move defects toward timely resolution.

Production Support Expectations
  • This role supports production issues during standard business hours and may occasionally participate in after-hours incident response or release validation.

Other Requirements
  • Infrequent travel, up to 10%.
  • Prolonged periods of sitting at a desk and working on a computer.
  • Occasionally lifts up to 25 pounds.

Required Qualifications
  • 5+ years of experience as a Business Analyst, Technical Business Analyst, Production Support Analyst, or similar role with strong technical aptitude
  • Demonstrated experience troubleshooting production issues, analyzing business rules, and supporting root cause analysis
  • Experience writing clear requirements, user stories, acceptance criteria, and supporting documentation
  • Experience collaborating with development, QA, product managers, business stakeholders, and support teams
  • Familiarity with Agile methodologies and defect and backlog prioritization
  • Experience using SQL or comparable data-querying tools to investigate application or production issues
  • Experience using application logs, monitoring tools, session-replay tools, or similar diagnostic data to troubleshoot system behavior
  • Experience working in a work-management platform such as Azure DevOps, Jira, or an equivalent tool
  • Ability to communicate complex technical issues clearly to technical and non-technical audiences
  • Ability to independently manage competing priorities and move ambiguous investigations toward clear decisions and next steps

Preferred Qualifications
  • Hands-on experience with MongoDB, Datadog, FullStory, Salesforce, Azure DevOps, or similar technologies
  • Experience using AI-enabled tools to support analysis, documentation, or investigation activities
  • Fintech, financial services, or other regulated-industry experience
  • Experience investigating issues involving financial transactions, customer accounts, personally identifiable information, or regulated business processes

Measures of Success
  • Production issues are classified, documented, and routed accurately
  • Business impact and expected behavior are clearly understood before development begins
  • Requirements and acceptance criteria enable effective development and QA validation
  • Stakeholders receive clear, timely, and audience-appropriate communication
  • Investigation history, decisions, and resolution details are traceable
  • Repeat issues are reduced through improved documentation, monitoring, process changes, or product improvements
  • The production backlog remains organized, prioritized, and actionable

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