IT Support Specialist

It Support Specialist

The IT Support Specialist serves as a key member of the Platform Operations team, providing Tier 2 technical support and troubleshooting for Equiti's interpreting and telehealth platforms. This role ensures the reliability, stability, and performance of customer environments by diagnosing complex issues related to connectivity, APIs, and integrations.

The individual in this role will act as the bridge between customers, internal technical teams, and engineering analyzing logs, reproducing issues, and identifying patterns to drive resolution. They bring strong technical acumen, a calm and confident customer presence, and the curiosity to dig into root causes to ensure seamless service delivery.

Essential Responsibilities :

• Serve as a Tier 2 escalation point for customer and internal support tickets related to platform configuration, platform connectivity, API, or network issues.
• Diagnose and resolve complex technical problems by reviewing error logs, analyzing system data, and identifying patterns across incidents.
• Collaborate directly with customers and their IT teams to identify and resolve firewall, proxy, or routing issues impacting service performance.
• Use observability and monitoring tools such as New Relic to identify anomalies, performance degradation, or recurring error patterns.
• Use Postman and related tools to test and validate API endpoints, payloads, and integration workflows.
• Partner with Product, Engineering, and Customer Success to triage and document reproducible platform defects or configuration issues.
• Manage multiple open tickets simultaneously in a structured, SLA-driven environment using Salesforce or other case management systems.
• Maintain clear, professional, and customer-friendly communication throughout all interactions.
• Contributes to the creation and improvement of troubleshooting guides, SOPs, and internal knowledge base articles.
• Support data collection and reporting in Excel and other analytic tools to track issue trends and root causes.
• Participate in ongoing efforts to improve uptime, performance, and the customer support experience across the platform.

Knowledge, Skills and Abilities :

Relevant Working Conditions / Physical Demands :

Equiti is an Equal Opportunity Employer committed to creating a diverse and inclusive company culture. We do not discriminate against candidates and employees due to age, disability, sex, race, gender identity, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. The Company is committed to making modifications to its hiring process to make it accessible for people with disabilities.