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L2 Product Specialist

L2 Product Specialist

Digital Onboarding(Multiple States), US
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As a Level 2 Technical Support Representative, you will be the second tier for our technical support team, handling complex issues that are beyond the scope of Level 1 support.

You will provide in-depth technical assistance to end-users and collaborate with senior engineers and other teams to resolve escalated issues efficiently.

The ideal candidate is a skilled problem-solver with a strong technical background and excellent communication skills.

Key Responsibilities :

  • Serve as an escalation point for technical issues that Level 1 support cannot resolve.
  • Provide advanced troubleshooting and resolution for complex hardware, software, and network problems.
  • Utilize diagnostic utilities to assist end-users.
  • Contribute to and maintain detailed documentation of support activities, issue resolutions, and system configurations to aid future troubleshooting.
  • Liaise with internal teams and external vendors to resolve multi-faceted technical incidents.
  • Mentor and provide guidance to Level 1 support staff to improve overall team efficiency.

Qualifications :

  • Experience : 3+ years of experience in a technical support or help desk role, preferably at Level 2.

    • Technical Proficiency :

  • Proven ability to diagnose and fix technical issues related to applications and data.

    • Problem-Solving :

  • Strong analytical and problem-solving skills with a keen attention to detail.

    • Communication :

  • Strong communication skills, both written and verbal.

    • Accountability :

  • Ability to work independently, manage time effectively, and prioritize tasks.

    • Mind-set :

  • Customer-focused attitude with a problem-solving mindset.

    • Education :

  • High school diploma or equivalent; associate or bachelor's degree in a related field preferred.
  • What We Offer 100% remote position (U.S. based).
  • Competitive salary and performance-based bonuses.
  • Direct influence on strategy with visibility across departments and clients.
  • Opportunity to be a foundational member of the world-class Growth Strategy Team.
  • A supportive, mission-driven team that values autonomy, data, and doing work that matters.
  • We offer competitive compensation and benefits tailored to your experience and the impact you’ll bring to our team.
  • If you’re excited about turning data into strategy—and you want to help reshape an entire industry’s approach to customer growth—we’d love to talk to you.

    • About Digital Onboarding :

  • Digital Onboarding is a software company that helps banks and credit unions retain and expand customer relationships.
  • Our automated engagement platform makes it easy for financial institutions to educate, nurture, cross-sell, and drive adoption of services—like direct deposit, digital banking, and loans—through personalized digital journeys delivered via email, SMS, and digital banking integrations.
  • Founded in 2015 and backed by top investors, Digital Onboarding is transforming how financial institutions connect with their customers at every stage of the relationship.
  • This position is open to candidates based in the United States of America only.
  • The Company cannot extend employment offers to those outside the United States of America.
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    Product Specialist • (Multiple States), US

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