Tier 2 Support Specialist – NITRO Studio &

Applications

Location: Remote

Department: Operations / Support

Reports To: VP of Operations

Position Overview

We are seeking a

detail-oriented and technically proficient Tier 2 Support Specialist to join

our support team. This role is critical to ensuring smooth operation and quick

resolution of support issues reported by customers. The role involves troubleshooting and issue

investigation as well as configuration of NITRO Studio and SharePoint elements. Customer

satisfaction is the highest priority, and we expect the successful candidate to

display a high degree of professionalism.

Key Responsibilities

Advanced Technical Support

- Respond to escalated support tickets

related to NITRO Studio and other applications. This can include,

but is not limited to license activation, site configuration, and update

failures.

- Troubleshoot complex issues involving SharePoint sites and

application-specific configurations.

- Analyze error logs and collaborate with engineering to resolve systemic

issues.

License Management

- Assist customers with applying and

validating license keys for NITRO Studio and associated applications.

- Guide clients through application updates and installations using internal

documentation.

Customer Communication

- Provide clear, professional, and sympathetic

communication to clients across government, healthcare, and other enterprise

sectors.

- Coordinate with customers to ensure timely updates and compliance with

mandatory upgrade schedules.

Documentation & Knowledge Sharing

- Maintain and update internal knowledge

base articles and customer-facing documentation.

- Contribute to support process improvements and share insights with Tier 1 and

development teams.

Collaboration

- Work closely with internal teams

including SharePoint Support, Engineering, and Product Management.

- Host screen-sharing sessions and remote troubleshooting calls with clients.

Required Qualifications

- 2+ years of experience in technical

support, preferably in a Tier 2 or escalation role.

- Strong understanding of SharePoint architecture (tenants, site collections, subsites,

farm IDs, web applications).

- Familiarity with NITRO Studio or similar SharePoint-based application

platforms.

- Experience with license key management and troubleshooting application

updates.

- Excellent written and verbal communication skills.

- Ability to work independently and manage multiple support cases

simultaneously.

Preferred Qualifications

- Experience supporting government or

enterprise clients.

- Knowledge of Power Portal licensing and integration.

- Familiarity with Crow Canyon Software’s support ecosystem and tools.