Tier 2 Support Specialist

Job Description

Job Description

Company Overview

Atlanta-based, Incident IQ is a SaaS service management platform built exclusively for K-12 schools that is transforming K-12 workflows including IT asset management, help desk ticketing, facilities maintenance solutions, Human Resources service delivery, and more.

Our mission is to revolutionize how school districts manage operational support activities to better serve students and drive instructional efficiencies.

Incident IQ is a dynamic, fast-growing company focusing on providing innovative cloud-based software. The Incident IQ platform has been rapidly adopted by K-12 school districts.

Today, millions of students and teachers in districts across the U.S. rely on the IncidentIQ platform to manage and deliver mission-critical services.

Since the company's founding, Incident IQ has built a culture focused on customer success and product leadership; we are passionate about helping school districts achieve operational efficiency.

Incident IQ's environment is inclusive and transparent, and our team members are respected and valued contributors who consistently exhibit openness, integrity, collaboration, enthusiasm, and effort.

Incident IQ Tier 2 Support Specialist

Tier 2 Support Specialist Overview :

As a Tier 2 Support Specialist, you will play a pivotal role in enhancing the experience of our

customers by providing technical assistance to the Sales and Customer Success teams. Your

expertise in our application will enable you to communicate effectively and bridge any gaps in

understanding among team members. You will be a strong advocate for our customers, relaying

their concerns and needs to ensure continuous improvement in our products and services.

Tier 2 Support Specialist Responsibilities :

• Deliver exceptional customer experiences, ensuring high levels of satisfaction across all
• Incident IQ clients
• Collaborate closely with Sales and Customer Success teams to troubleshoot and resolve
• technical issues promptly.
• Maintain and optimize SQL databases to support customer queries and system
• performance.
• Advocate for customer needs within the organization, identifying areas for enhancement
• in our products and services.
• Required Experience :
• 1-2 years of experience in a technical role (e.g., engineering, technical sales, or
• support).
• Proficiency in Microsoft SQL and MongoDB.
• Familiarity with web APIs and API platforms.

Tier 2 Support Specialist Requirements :

• 2+ years of experience in a technical role (e.g., engineering, technical sales, or support).
• 1+ years of experience with Microsoft SQL and MongoDB.
• 1+ years of experience with APIs and API platforms.
• Experience working with Azure DevOps.
• Knowledge of C# and JavaScript.

What makes Incident IQ different :

• We facilitate whole-person growth where employees can develop personally as well as professionally.
• We offer an energetic and collaborative environment; everyone's opinion matters!
• We produce software that empowers K-12 schools to run efficiently, allowing for a better classroom experience for students to THRIVE!
• We provide excellent work / life balance. Two amazing offices - a Downtown Atlanta office location and one at Halcyon in Alpharetta!

Incident IQ offers a competitive salary based on experience with a benefits package for full-time employees that includes medical, dental, vision, life insurance, 401k match, and paid-time off (PTO).

Incident IQ is an Equal Opportunity Employer