Technical Support Specialist – Tier 2 in Katowice

ExploreGod harnesses the power of digital technology to spread the gospel around the globe. Through advanced data-driven strategies, we connect with millions, fostering their spiritual growth in Christ. We aim to offer every person on Earth the chance to discover Jesus via various digital channels, creating a faith-based community that unites volunteers with individuals worldwide seeking spiritual enlightenment.

About the Job

The Technical Support Specialist – Tier 2 & Volunteer Support is a full‑time, benefit‑eligible role within the Support Team, responsible for executing Tier 2 product support and ensuring our Help Desk operates effectively across all support tiers. This role provides Tier 2 product support while overseeing, equipping, and serving as the primary escalation point for our Tier 1 Help Desk volunteers. This role reports to the Director of Support and collaborates closely with Help Desk Volunteers (Tier 1), Quality Assurance & Product (Tier 3), and Engineering & Development (Tier 4).

Key Responsibilities

• Tier 2 Support Execution
  • Provide Tier 2 support functions as outlined in the Product Support workflow.
  • Develop and maintain expert-level knowledge of the proprietary digital platform.
  • Diagnose and resolve moderately complex user issues using guided support techniques.
  • Manage, validate, and enrich tickets submitted by Super-Users and Tier 1 Help Desk volunteers.
  • Identify recurring issue trends and escalate appropriately.
  • Provide input to Tier 3 for more complex or systemic issues.
  • Communicate effectively with Tier 4 Engineering & Development teams as needed.
• Volunteer Oversight & Enablement
  • Oversee and support multilingual Tier 1 Help Desk volunteers.
  • Serve as the primary escalation point for unresolved Tier 1 issues.
  • Guide and assist volunteers with issue diagnosis and proper escalation.
  • Ensure volunteers are trained, equipped, and resourced to fulfill Tier 1 responsibilities effectively.
  • Reinforce role boundaries and escalation criteria for volunteers.
• Workflow Management & Cross-Tier Collaboration
  • Contribute to the smooth operation of the Product Support workflow across Tiers 1–4.
  • Collaborate effectively with Product, Engineering, QA, and Technical Solutions teams.
  • Ensure clear documentation, handoffs, and communication across all support tiers.
• User Guidance & Error Resolution
  • Guide users through workflows using screen-sharing and step‑by‑step support.
  • Identify recurring user errors and provide corrective guidance.
  • Escalate recurring user errors to Tier 3 when they indicate broader usability or product issues.
• Knowledge Base & Documentation
  • Provide users with deeper explanations and links to advanced documentation.
  • Draft, update, and manage Knowledge Base (KB) articles and advanced user guides.
  • Identify documentation gaps and escalate unmet information needs to Tier 3 when new KB or FAQs are required.
• Bug Validation & Resolution Support
  • Validate reported issues and reproduce bugs.
  • Create detailed bug reports, including replication steps and contextual details.
  • Escalate validated bugs to Tier 3 or append to existing bug reports.
  • Collaborate with Tier 4 Engineering and QA to test fixes.
  • Verify bug resolution in Production and communicate outcomes to users and volunteers.
• Feature Request Management
  • Document feature requests thoroughly and clearly.
  • Escalate validated feature requests to Tier 3 (Product Team).
  • Clarify user use cases and business context for submitted feature requests.
  • Identify patterns across feature requests and suggest longer‑term product or workflow improvements.

Skill Requirements

• 2-3 years of experience in help desk, technical support, or product support.
• Experience using product support or ticketing systems (e.g., ClickUp, Zendesk, ServiceNow, Freshdesk).
• Familiarity with knowledge base and self‑help documentation tools.
• Strong troubleshooting skills for moderately complex technical issues.
• Ability to understand technical concepts and explain them in clear, user‑friendly language.
• Familiarity with common operating systems, software applications, and basic networking concepts.
• Ability and willingness to develop expert‑level knowledge of proprietary software platforms.
• Experience using screen‑sharing tools for remote user support.
• Excellent written communication skills for bug reports, KB articles, and user guides.
• Strong verbal communication skills for guided support and cross‑functional collaboration.
• Ability to work independently and as part of a team.
• Strong problem‑solving and analytical skills to identify recurring issues and improvement opportunities.
• Calm, empathetic approach to supporting users with varying levels of technical proficiency.

Bonus Skills

• Experience supporting proprietary or custom software platforms.
• Familiarity with QA testing processes and production validation.
• Experience working with volunteer‑based or nonprofit support environments.
• Exposure to product support, product operations, or product management workflows.
• Ability to identify systemic issues and recommend longer‑term solutions.

Dodatkowe wymagania

• To stanowisko jest w pełni zdalne.
• Rozpatrywane będą tylko aplikacje z USA.
• Aplikanci muszą być uprawnieni do pracy w USA.
• Zgodność z naszym Oświadczeniem Wiary jest wymagana.

Dołącz do nas w naszej misji, aby wywrzeć znaczący globalny wpływ poprzez innowacyjne środki cyfrowe, szerząc Ewangelię i łącząc ludzi z przesłaniem Jezusa Chrystusa!