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Tier 2 Technical Support Jobs (NOW HIRING)

SolarWinds

Technical Support Representative

Austin, TX · On-site

About the role SolarWinds is hiring a Tier 2 Technical Support Representative to provide advanced technical support for customers using our monitoring and infrastructure software. In this role, you ...

Techoundsllc

Technical Support Tier-2

Camarillo, CA · On-site

$39 - $49/hr

Pay: $39 to $49 per hour plus benefits Job Summary We are looking for a committed and skilled onsite IT Technical Support Specialist to become part of our IT team. This position entails delivering ...

Techoundsllc

Technical Support Tier-2

Camarillo, CA

$39 - $49/hr

Pay: $39 to $49 per hour plus benefits Job Summary We are looking for a committed and skilled onsite IT Technical Support Specialist to become part of our IT team. This position entails delivering ...

EIGENNET LLC

Be Seen First

IT Technical Support Specialist

Santa Rita, GU · On-site

$35K - $45K/yr

Provide Tier 1 and Tier 2 technical support to Government users through multiple support channels, including: * * Email. * Telephone. * Microsoft Teams. * Enterprise ticket tracking systems.

Techoundsllc

Technical Support Tier-2

Camarillo, CA · On-site

$39 - $49/hr

Pay: $39 to $49 per hour plus benefits Job Summary We are looking for a committed and skilled onsite IT Technical Support Specialist to become part of our IT team. This position entails delivering ...

Techoundsllc

Technical Support - Tier 2

Camarillo, CA · On-site

$38K - $48K/yr

We are looking for a committed and skilled onsite IT Technical Support Specialist to become part of our IT team. This position entails delivering primary technical assistance to end users while ...

Broadway

IT Support Technician Tier II

Galesburg, IL · On-site

$21 - $24/hr

Provide Tier II technical support by collaborating with Tier I support staff to facilitate efficient issue resolution and knowledge transfer. * Maintain a working knowledge of existing applications ...

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Tier 2 Technical Support information

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How much do tier 2 technical support jobs pay per hour?

As of Aug 20, 2026, the average hourly pay for tier 2 technical support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What is a Tier 2 Technical Support specialist?

Tier 2 Technical Support specialists are IT professionals who handle more complex technical issues that cannot be resolved by Tier 1 support staff. They have deeper technical knowledge and expertise, allowing them to diagnose and troubleshoot advanced problems with software, hardware, and network systems. Tier 2 specialists often work closely with engineers or product developers to resolve issues and may escalate the most challenging problems to Tier 3 support. They also document solutions and may assist in training Tier 1 agents.

What are the key skills and qualifications needed to thrive as a Tier 2 Technical Support specialist?

To thrive as a Tier 2 Technical Support specialist, you need advanced troubleshooting skills, in-depth knowledge of operating systems and networks, and experience with help desk ticketing systems, usually supported by a relevant IT degree or certifications like CompTIA A+ or Microsoft Certified. Familiarity with remote desktop tools, diagnostic utilities, and enterprise support platforms such as ServiceNow or Zendesk is typically required. Strong communication, patience, and analytical thinking help you resolve complex issues and provide excellent customer service. These skills ensure timely and effective problem resolution, contributing to customer satisfaction and operational efficiency.

How does a Tier 2 Technical Support specialist typically interact with other support tiers and engineering teams?

Tier 2 Technical Support professionals act as a crucial bridge between frontline support (Tier 1) and more specialized teams like Tier 3 or engineering. They handle escalated issues that require deeper troubleshooting and often collaborate with engineering to resolve complex or persistent problems. Effective communication and documentation skills are essential, as Tier 2 must clearly relay technical details and solutions both upstream to engineers and downstream to Tier 1 or directly to customers. This collaboration helps ensure prompt resolution and continuous improvement of products and services.

What is the difference between Tier 2 Technical Support vs Tier 1 Technical Support?

AspectTier 2 Technical SupportTier 1 Technical Support
CredentialsBasic certifications (e.g., CompTIA A+), technical knowledgeBasic customer service skills, troubleshooting basics
Work EnvironmentMore technical, problem-solving focused, often in a helpdesk or support centerFrontline customer interaction, initial troubleshooting
ResponsibilitiesHandling complex issues, escalations, detailed diagnosticsResponding to common questions, initial issue assessment

In summary, Tier 2 Technical Support handles more complex technical issues requiring deeper knowledge, while Tier 1 focuses on basic customer support and initial troubleshooting. Both roles are essential in a support hierarchy, with Tier 2 providing advanced assistance beyond Tier 1's scope.

What is Tier 2 Technical Support level 2?

Tier 2 Technical Support is a mid-level support role responsible for resolving more complex technical issues that Tier 1 cannot handle. It often involves deeper troubleshooting, knowledge of specific products or systems, and may require specialized skills or certifications. Support staff in this level typically work closely with Tier 1 and escalate issues when necessary.

What is considered Tier 2 technical support?

Tier 2 technical support is a level of customer service where technicians handle more complex issues that cannot be resolved by Tier 1 support. They often have specialized knowledge, access to advanced tools, and may troubleshoot hardware, software, or network problems that require deeper technical skills.
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Tier 2 Technical Support jobs near you
Infographic showing various Tier 2 Technical Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 22% Part Time, and 5% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.

Federal Premium Support Specialist

SolarWinds

Charlotte, NC • On-site

Full-time

Posted 21 days ago

SolarWinds rating

7.8

Company rating: 7.8 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

137th of 245 rated software companies

Job description

Your Role:

We are seeking a Technical Support Engineer to join our US Federal Premium Support team! This role will be part of the team supporting Federal US-Based customers. Team members are encouraged to take the time to provide customers with their full attention by carefully listening to and observing their needs. Demonstrate that they care by consistently being friendly and approachable. Exhibiting consideration for their time by listening emphatically, asking questions, and recommending solutions based on their described needs and objectives. All to ensure customer expectations are exceeded.

Your Impact:

  • The Technical support engineer is the front-line "trusted advisor" for SolarWinds product users, a key contributor to the customer experience through resolving customer issues, educating customer product functionalities, optimizing their monitoring capabilities, and building a knowledge-based library.
  • Effectively demonstrate the ability to discuss and handle CUI in a GCC High enclave.
  • Responding to and/or initiating technical troubleshooting sessions with customers - via phone, email, and remote sessions.
  • Interacting with customers at all levels, with demonstrated ability to communicate with the very basic user to the technically advanced (Network Administrators, System Administrators).
  • Managing and working support tickets per industry best practices utilizing existing CRM systems.
  • Effectively communicating technical information to non-technical customers.
  • Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines.
  • Contributing to our Knowledgebase (author and edit knowledge base articles).
  • Maintaining working lab systems to facilitate reproduction of customer issues.
  • Obtain and maintain SolarWinds Certified Professional (SCP) certifications.
  • This is a fantastic opportunity to get in at the ground level of an international powerhouse. APPLY Today to secure your chance for a new career with many advancement opportunities.

Your Experience:

  • United States citizenship required.
  • Ability to obtain and maintain a United States government security clearance is required.
  • Bachelor's degree in computer science or equivalent education and/or work experience
  • Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration
  • Experience in high availability system configuration, troubleshooting, and performance optimization.
  • Strong verbal and written communication skills with experience detailing technical solutions to administrators, end-users, and leadership.
  • Troubleshooting experience (PC hardware/software, browsers, etc.)
  • Understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc.
  • Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
  • Experience with SolarWinds or other related technologies (Nagios, Prometheus, etc.) a plus.
  • Solid understanding of Microsoft Windows Server OS administration and troubleshooting.

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