Technical Support Specialist II

Job Duties

• Serve as the primary point of escalation for advanced technical issues via email, including APIs, third-party integrations, and data discrepancies.
• Assist in resolving customer support and technical requests outside of chat systems when needed.
• Provide backup coverage for the Level 1 support queue during slower periods, ensuring consistent client support and service levels.
• Troubleshoot and resolve issues across multiple systems and toolsets to deliver thorough resolutions.
• Collaborate with assigned clients and partners on support and integration matters.
• Mentor support team members and promote knowledge-sharing across the team.
• Create, update, and maintain both internal and client-facing technical documentation.
• Identify opportunities for process improvements and contribute to team growth initiatives.
• Participate in assigned projects and support team-wide objectives.
• Partner with cross-functional teams (Product, Engineering, Client Success) to share customer feedback and drive product enhancements.
• Utilize interpersonal skills, specifically working with co-workers, clients, and management
• Must learn and effectively use various data querying tools and any other MX specific toolsets
• Learn Git process and effectively use Github
• Efficiently read and interpret log data
• Effectively communicate and simplify technical terms for the client
• Consistently meet or exceed performance goals, contributing to overall team success.

• 4+ years of technical support experience, with a focus on troubleshooting complex issues.
• Hands-on experience troubleshooting APIs (RESTful services, authentication, etc).
• Familiarity with software development and code analysis (not expected to code daily, but should understand how to read and interpret technical information).
• Strong written communication skills with the ability to clearly articulate technical concepts.
• Excellent organizational skills and ability to manage multiple priorities independently.
• A mindset oriented toward continuous learning, growth, and mentoring others.
• Familiarity with logging tools, monitoring systems, or debugging methods is a plus
• Excellent analytical and troubleshooting skills
• Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems
• Knowledge of Microsoft Office 365 Suite of applications
• Expected to gain experience in all MX core services, applications, and architecture
• Previous experience in the financial industry is a bonus
• Must be flexible and willing to work a rotating shift schedule as assigned