Technical Customer Support

Job Summary

The Tier 1 Product Support Specialist (Level 2) handles escalations from Level 1, resolves moderate complexity issues, and partners with Engineering/Product to drive faster root cause analysis. L2s improve operational excellence by enhancing runbooks, enriching knowledge articles, and coaching L1s on troubleshooting depth and quality.

Key Responsibilities

• Own escalated tickets requiring deeper technical analysis (integrations, configuration, environment‑specific behaviors, data issues).
• Perform advanced triage: analyze logs, traces, API calls, feature flags, data models, and environment variables; reproduce issues in test/sandbox.
• Create/validate workarounds; deliver durable resolutions within defined SLAs.
• Collaborate with Engineering and Product on defects, feature behaviors, and release impacts; file high‑quality bug reports with clear repro steps and impact statements.
• Identify incident patterns and propose problem records or root cause investigations (problem management).
• Drive continuous improvement: refine SOPs/runbooks, author high‑value KB articles, and recommend product/telemetry improvements to increase FCR.
• Provide day‑to‑day guidance to L1s (informal mentoring, spot‑checks, shadowing) and participate in post‑incident reviews.

Qualifications

• 2–4 years in product/technical support or service operations with demonstrated escalation handling.
• Proficiency with at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.
• Hands‑on experience with ITSM tools and backlog systems (e.g., Jira) and comfort reading release notes or deployment change logs.
• Strong analytical and problem‑solving skills; ability to simplify complex topics for customers and L1 staff.

Core Competencies

• Technical Depth • Root Cause Thinking • Cross‑Functional Collaboration • Written Clarity • Coaching Mindset

Performance Metrics (KPIs)

• Escalated ticket resolution time (L2 queue)
• Reduction in re‑opens and handoffs
• Defect/bug report quality (engineering acceptance rate)
• KB impact (views, deflection, article helpfulness)
• Contribution to problem management (closed problems/workarounds published)
• Coaching impact (L1 FCR uplift, fewer incorrect escalations)

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Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.