Payrate: $30.00 - $32.00/hr

Summary: The Tier II Support Representative provides advanced technical support for digital products, services, and integrations across Operations Center, including machine data and agronomic data systems, API connections, organization management, Stellar Support, and License Manager. This role resolves complex issues escalated from Tier 1 support teams and internal employees, partners closely with cross-functional product teams, and contributes to the continuous improvement of our support processes, documentation, and customer experience. This is an additional Tier II role designed to support increased case volume, improve issue resolution times, and enhance the technical depth of the ISG Tier 2 Support team.

Responsibilities:

• Advanced Troubleshooting & Case Resolution:
• Troubleshoot complex issues escalated from Tier 1 support and internal stakeholders using advanced diagnostic skills, system knowledge, and available tools.
• Resolve technical problems related to data flows, integrations, organization management, API access, API connectivity, machine connectivity, account permissions, and other digital ecosystem components.

• Collect and analyze detailed case data to identify root causes, trends, and potential defects and provide solutions to reduce customer downtime.

• Cross-Functional Collaboration:

• Work with internal product teams, engineering, enterprise partners, and cross-functional groups to triage and resolve high impact issues.
• Provide clear, actionable problem definitions to product teams to support defect investigation and prioritization.

• Participate in relevant Customer Support Processes, Product Resolution Processes, and other cross-functional meetings representing ISG Tier 2 Support.

• Documentation, Process, and Knowledge Sharing:

• Develop, maintain, and improve internal troubleshooting documentation, dev docs, confluence, and knowledge articles to support the Tier 2 team.
• Document clear and thorough case notes, root cause findings, and recommended solutions for both internal use and downstream teams.

• Share knowledge with peers and assist with less experienced support representatives as needed.

• Issue Prioritization & Case Management:

• Manage cases according to urgency, SLA expectations, and team workflow—working primarily FIFO unless severity or business impact dictates otherwise.

• Identify recurring issues, gaps, and opportunities to improve tools, processes, or customer experience.

• Professional Development & Continuous Learning:

• Stay current on new features, product enhancements, data flows, APIs, and system changes through self-directed learning and available training resources.
• Proactively identify personal skill gaps and pursue opportunities for development.

Qualifications

• 2 years of customer support, product support, technical support, engineering support, or IT troubleshooting experience.
• Strong analytical, problem-solving, and data interpretation skills.
• Effective communication skills, able to translate technical concepts for varied audiences.
• Ability to collaborate across multiple teams and work within structured support processes.
• Strong organizational and time management skills.
• Demonstrated adaptability in a fast-paced or evolving technical environment.

Desired Skills:

• 2 years working in a technical team environment.
• 2 years of experience with Operations Center.
• Experience working in a help desk, call center, or multi-tiered support structure.
• Familiarity with negotiation and escalation processes (e.g., Problem Resolution Process, root cause workflows).
• Experience with API integrations, data flows, or digital ag platforms is a plus.

Pay Transparency: The typical base pay for this role across the U.S. is: $30.00 - $32.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

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