The Bridge L2 Technical Support group is responsible for providing technical assistance to both the L1 Support group as well as Users. A great L2 is able to lead L1’s to the answer without outright giving them the answer. This means asking probing questions and finding out what the core issue is. L2’s should have an excellent understanding between behaviors that are considered "bugs" and "features." This is where the baseline Bridge knowledge becomes extremely important.

Duties

  • Must be proficient in all aspects of knowledge that a L1 would have in Bridge
  • Must know how to utilize their resources to troubleshoot cases.
  • Must have demonstrated excellent prioritization skills, as L2’s will be expected to determine and work urgent or pressing issues first.
  • Must be able to resolve any issues that can be resolved without engineering intervention. This includes utilizing tools such as API, CSV imports and console.
  • If L2’s are unable to resolve any issues with Bridge, then they must thoroughly test, and document the behavior into a Jira ticket.
  • L2’s must be available to assist L1’s with their cases via Slack, or in person.
  • Must have a basic understanding of HTML, CSS, and Javascript.
  • Able to communicate effectively and confidently with other departments such as CustomDev, Documentation, and Customer Success
  • Must be available to hop into the SLA queue and assist L1's
  • Must conduct trainings on Support tools as well as present new features in Team Meetings

Requirements to apply

  • Must have the recommendation of your Supervisor
  • Must be above average in L1 metrics. This includes Customer Satisfaction ratings, Cases-per-hour, availability in assigned queues, and adherence to escalation policies (The 15 minute rule)
  • Must adhere to the Time off policy of Bridge Support
  • Should be able to provide examples of escalations to current L2’s that meet their expectation of quality
  • Strong written and verbal skills

What we offer

In addition to vacation benefits, you will be eligible upon your date of hire to participate in our health benefits program which includes medical, dental, and vision insurance, HSA and FSA plans as well as short-term and long-term disability and company paid life insurance. Additionally, you will be eligible to participate in our 401(k) plan.

About the company

Bridge is a tool that helps people find their place at work, form meaningful relationships with peers and managers, and forge a path towards growth. We’re helping our customers create work cultures people love. By focusing on our values — ownership, collaboration, empathy, pragmatism, and learning — we are changing the way that employees grow and organizations transform culture.

Bridge is part of Learning Technologies Group plc (LTG).

For more information, visit https://www.getbridge.com

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

EOE, including disability/vets