Technical Support Engineering Specialist (Tier 2)
Onevest
OneVest is a fast-growing technology company on a mission to Power the World’s Wealth by revolutionizing how financial institutions deliver wealth management services. We are an innovative team that thrives on creativity, collaboration, and the pursuit of excellence. We’ve been listed as one of Forbes's best start-up employers, and named on the WealthTech100 list for 2024. OneVest is backed by notable investors including Salesforce Ventures, Allianz Life Ventures, TIAA Ventures, OMERS Ventures, Fin Capital, Deloitte Ventures, and more. If you’re passionate about finance, technology, and making a real impact, this is the perfect opportunity to be part of something big.
As a Tier 2 Technical Support Specialist, you’ll be the go-to expert for handling more complex technical issues that go beyond Tier 1. You’ll work closely with Product, Engineering, and Tier 1 Support to resolve escalated customer problems, identify bugs, and contribute to our support documentation. This is a great opportunity for someone who’s technically savvy, loves solving problems, and wants to have a meaningful impact in a high-growth environment.
What You’ll Be Doing
- Troubleshoot and investigate advanced issues reported by internal stakeholders (e.g., Tier 1, Operations, Onboarding teams)
- Reproduce bugs using internal tools and test environments, and prepare clear, actionable Jira tickets for Engineering
- Serve as an escalation point and subject-matter resource for our Tier 1 support team
- Collaborate with Engineering to triage and prioritize technical issues
- Contribute to internal knowledge bases, FAQs, and support documentation
- Identify recurring issues and propose process or product improvements
- Assist in onboarding and training new support team members
What We’re Looking For
- 2–4 years in technical support, ideally at a SaaS company
- Strong troubleshooting skills with a methodical and analytical mindset
- Experience working with REST and GraphQL APIs, basic scripting, browser dev tools, and tools like Postman or cURL
- Comfortable reading and interpreting logs in Datadog for issue investigation
- Familiarity with reading or querying data from MongoDB
- Comfortable working with internal admin tools and logs to investigate user-facing issues
- Experience using support and engineering tools like Zendesk, Jira, Confluence, and logging platforms
- Ability to write clear, developer-ready bug reports and collaborate across technical and non-technical teams
- Excellent written and verbal communication skills
- Able to work independently in a fast-paced, remote environment
What It’s Like To Work With Us:
- Culture: It’s fun, rewarding, fast-paced - and we build cool stuff, too!
- Vacation: 4 weeks of vacation in addition to a company wide shutdown between Christmas and New Year
- Flexibility: A flexible & hybrid working environment
- Health & Wellness: Comprehensive Group Health, Dental and Vision Benefit Plan right from the start
- Equity: Employee Stock Option Purchase Plan
Sound like a good fit? Apply today!
Don’t meet every single requirement? We encourage you to apply anyways. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we would still like to review your resume. You may be just the right candidate for this or other roles.
OneVest is dedicated to fostering a diverse, equitable, and inclusive workplace. We encourage applications from individuals of all backgrounds, including those with visible and non-visible disabilities. If you require accommodations at any stage of the recruitment and selection process, please reach out to recruiting@onevest.com and we’ll be happy to support you.