L2 Product Specialist

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.