Tier 2 Technical Support Engineer

This role provides Tier 2 support for the MyPass platform, focusing on researching, diagnosing, and resolving technical incidents, software bugs, and API issues for customers. The position serves as a critical liaison between customers and the Product & Engineering teams, requiring strong communication skills to manage high-pressure situations and ensure service level agreements are met. The engineer is responsible for troubleshooting using SQL and JavaScript, documenting investigative steps, and contributing to root cause analysis for critical incidents.