Technical Support Specialist (Tier 2)

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business' eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner , a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified™ as a Great Place to Work , reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.

Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

Our Mission : Help businesses always know what their customers are saying about them and always act on that feedback

Job Summary :

This is your opportunity to become a key contributor to complex issue resolution at Reputation. As a Technical Support Specialist, you'll bridge frontline support with internal product and engineering teams, helping resolve deeper technical challenges that our customers face. You will influence product reliability, customer trust, and internal efficiency. Your insights help shape long-term improvements and your mentorship helps elevate the entire support team.

You will take ownership of escalated support cases, diving deep into logs, troubleshooting backend issues, and replicating customer environments. You'll engage cross-functionally with Product and Engineering to ensure customer issues are resolved quickly and accurately, while contributing to documentation, case trends, and support enablement.

Responsibilities :

Investigate and resolve advanced issues escalated from Tier I support.

Analyze customer data, logs, and API interactions to diagnose and resolve issues.

Collaborate with Engineering and Product to report bugs or unexpected behavior.

Mentor and assist Tier I team members to reduce recurring escalations.

Update and improve internal documentation and knowledge base resources.

Work closely with Customer Success on high-visibility client challenges.

Qualifications :

3+ years in SaaS technical support or implementation.

Bachelor's degree in a technical field or equivalent experience preferred.

Ability to work a hybrid work schedule : 2 days in office on Tuesday and Wednesday (subject to change)

Proficiency with tools like Postman, browser dev tools, and log analyzers required.

Basic scripting knowledge (e.g., Python, JavaScript) required.

Familiarity with APIs, JSON, and data-driven troubleshooting preferred.

Experience using ticketing systems like Salesforce or Zendesk required.

Proactive problem solver who thrives on getting to the root of complex issues.

Strong communicator with the ability to break down complex topics for others.

Team-oriented, willing to support colleagues and share your knowledge.

Analytical thinker who takes initiative and follows through.

Comfortable working across departments and adapting to different workflows.

When you join Reputation, you can expect :

Flexible working arrangements.

Career growth with paid training tuition opportunities.

Active Employee Resource Groups (ERGs) to engage with.

An equitable work environment.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

At Reputation, we're committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.

Additionally, we offer a variety of benefits and perks, such as :

Flexible PTO for salary paid employees

Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1

10 paid company holidays

4 company paid , "Recharge Days," which are wellness days off for the entire company

Health, dental and vision insurance

401k

Paid Parental Leave for all eligible employees as of day 1 of employment

Employer paid short and long term disability and life insurance

Employee Assistance Program (EAP)

Access to a wide variety of unique perks and apps :

PerkSpot - Employee Discount Program

Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options

Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support

Omada - Virtual prevention and physical therapy program

Ladder -Life insurance to supplement outside of employer offering

SoFi - Financial wellbeing platform and 1 : 1 advice

Fetch - Pet insurance discount program

Spring Health for Guardian - Virtual mental health support

XP Health for Guardian (virtual eye-wear platform)

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.

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