Level 2 Support Specialist
Spindle, Chicago, IL, United States
We are Spindle, a Division of Dober, nice to meet you! Creativity, development, and innovation are the heartbeat of Dober. We are looking for a technically sharp and proactive Level 2 Support Specialist to join our growing team. This role goes beyond basic triage; you'll own complex escalations, mentor junior support staff, and play a pivotal part in shaping our support operations. The ideal candidate brings hands-on technical depth, strong communication skills, and leadership instincts that position them for future advancement within the organization.
KEY RESPONSIBILITIES
Serve as the primary escalation point for Level 1 support tickets, diagnosing and resolving complex hardware and software issues for Spindle products.
Lead triage and prioritization of incoming technical support requests, ensuring SLA compliance and appropriate resolution routing.
Evaluate, process, and provide expert guidance on Spindle hardware support orders.
Deliver remote and on-site support for intermediate to advanced technical issues across hardware and software environments.
Mentor and coach Level 1 Support Specialists, providing guidance on troubleshooting techniques, documentation standards, and customer communication.
Own escalation workflows - identify patterns in recurring issues and collaborate with Engineering, IT, and Development teams to drive root-cause resolution.
Maintain thorough documentation of all support interactions, including actions taken, solutions provided, and knowledge base contributions.
Ensure all support tickets align with SLAs and consistently exceed customer expectations.
Identify opportunities to improve support processes and contribute to team efficiency initiatives.
Champion excellent customer service standards across the support team through example and guidance.
TECHNICAL TROUBLESHOOTING & ISSUE RESOLUTION
Apply in-depth knowledge of Spindle infrastructure and connectivity concepts to independently resolve escalated issues.
Diagnose and resolve intermediate-to-advanced electrical, hardware, and software issues across the Spindle product line.
Partner with Engineering, IT, and Development teams to escalate unresolved issues and advocate for systemic fixes.
Contribute to the creation and maintenance of internal technical documentation and customer-facing knowledge base articles.
REQUIRED QUALIFICATIONS & EXPERIENCE
2+ years of experience in a technical support, helpdesk, or field service role - ideally supporting hardware and/or software products.
Demonstrated ability to independently diagnose and resolve intermediate technical issues.
Working knowledge of electrical systems and components.
Strong interpersonal and communication skills with the ability to build rapport across teams and with customers.
Highly organized with solid analytical and problem-solving abilities; comfortable managing competing priorities.
Proficient in Microsoft Office Suite and Microsoft Operating Systems.
Experience with ticketing systems for issue tracking (Zendesk preferred).
Proven track record of thorough documentation and knowledge sharing.
PREFERRED QUALIFICATIONS
Past supervisory, team lead, or escalation responsibilities.
Experience mentoring or training junior team members.
Bachelor's degree or equivalent combination of professional experience and certifications.
Hands-on experience with electronics hardware and/or embedded software systems.
Familiarity with connected hardware/IoT environments.
GROWTH & LEADERSHIP PATH
This role is designed with upward mobility in mind. High-performing Level 2 Specialists who demonstrate leadership initiative, technical mastery, and team impact will be well-positioned for advancement into senior support or team lead roles. We invest in the people who invest in us.
We offer a comprehensive benefits package that includes medical, dental, and vision coverage, short-term and long-term disability insurance, life insurance, paid time off (PTO), paid parental leave, volunteer time off, and a Calm app membership. Our expanding wellness program supports your overall health and work-life balance.
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KEY RESPONSIBILITIES
Serve as the primary escalation point for Level 1 support tickets, diagnosing and resolving complex hardware and software issues for Spindle products.
Lead triage and prioritization of incoming technical support requests, ensuring SLA compliance and appropriate resolution routing.
Evaluate, process, and provide expert guidance on Spindle hardware support orders.
Deliver remote and on-site support for intermediate to advanced technical issues across hardware and software environments.
Mentor and coach Level 1 Support Specialists, providing guidance on troubleshooting techniques, documentation standards, and customer communication.
Own escalation workflows - identify patterns in recurring issues and collaborate with Engineering, IT, and Development teams to drive root-cause resolution.
Maintain thorough documentation of all support interactions, including actions taken, solutions provided, and knowledge base contributions.
Ensure all support tickets align with SLAs and consistently exceed customer expectations.
Identify opportunities to improve support processes and contribute to team efficiency initiatives.
Champion excellent customer service standards across the support team through example and guidance.
TECHNICAL TROUBLESHOOTING & ISSUE RESOLUTION
Apply in-depth knowledge of Spindle infrastructure and connectivity concepts to independently resolve escalated issues.
Diagnose and resolve intermediate-to-advanced electrical, hardware, and software issues across the Spindle product line.
Partner with Engineering, IT, and Development teams to escalate unresolved issues and advocate for systemic fixes.
Contribute to the creation and maintenance of internal technical documentation and customer-facing knowledge base articles.
REQUIRED QUALIFICATIONS & EXPERIENCE
2+ years of experience in a technical support, helpdesk, or field service role - ideally supporting hardware and/or software products.
Demonstrated ability to independently diagnose and resolve intermediate technical issues.
Working knowledge of electrical systems and components.
Strong interpersonal and communication skills with the ability to build rapport across teams and with customers.
Highly organized with solid analytical and problem-solving abilities; comfortable managing competing priorities.
Proficient in Microsoft Office Suite and Microsoft Operating Systems.
Experience with ticketing systems for issue tracking (Zendesk preferred).
Proven track record of thorough documentation and knowledge sharing.
PREFERRED QUALIFICATIONS
Past supervisory, team lead, or escalation responsibilities.
Experience mentoring or training junior team members.
Bachelor's degree or equivalent combination of professional experience and certifications.
Hands-on experience with electronics hardware and/or embedded software systems.
Familiarity with connected hardware/IoT environments.
GROWTH & LEADERSHIP PATH
This role is designed with upward mobility in mind. High-performing Level 2 Specialists who demonstrate leadership initiative, technical mastery, and team impact will be well-positioned for advancement into senior support or team lead roles. We invest in the people who invest in us.
We offer a comprehensive benefits package that includes medical, dental, and vision coverage, short-term and long-term disability insurance, life insurance, paid time off (PTO), paid parental leave, volunteer time off, and a Calm app membership. Our expanding wellness program supports your overall health and work-life balance.
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