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Mid LevelFull-timeAzureGo
Salary Range
$78,000 - $81,000 /year
Customer Support Representative II (Level 2) — Enterprise Technical Support (Foxit)
If you love digging into tough technical problems and you’re comfortable leading high-stakes customer conversations, this role is for you. As a Customer Support Representative – Level 2 (CSR II), you’ll be the go-to escalation point for complex issues in enterprise environments—helping customers with large deployments (think thousands of licenses) get back to productivity fast.
What you’ll do
Serve as a Tier 2 technical support escalation point, resolving complex product, configuration, and deployment issues.
Manage customer escalations, including difficult or hostile interactions, with professionalism and confidence.
Support enterprise customers with large environments (thousands of licenses).
Lead or participate in extended customer meetings (up to 2+ hours), including troubleshooting sessions, demos, and Q&As for large user groups.
Run or assist with product demos, training sessions, workshops, and seminars (preferred).
Document cases thoroughly and follow escalation SOPs, ensuring proper due diligence when involving higher-tier teams.
Collaborate closely with internal teams to troubleshoot issues and brainstorm solutions.
Adapt quickly to changing priorities and multitask effectively.
Act as a point of contact for multiple departments on escalations and procedural questions.
What you bring (Required)
Proven technical support experience (required).
Strong verbal and written customer communication skills.
Experience handling escalations and complex customer scenarios.
Ability to present technical information clearly to both technical and non-technical audiences.
Technical skills (Strongly Preferred)
Experience with one or more of the following:
SSO / SAML
Cloud Identity Providers (e.g., Azure AD / Entra ID, Okta)
Active Directory & GPOs
PowerShell and command-line scripting
SharePoint integrations
Deployment tools (Intune, PDQ, JAMF)
Free to sign up. Takes 30 seconds.
About Foxitsoftware
Foxit Software is a leading provider of document management and e-signature solutions, specializing in the digital transformation of paper-based processes. Headquartered in San Jose, California, with a global presence, the company was founded in 1999 and has since established itself as a key player in the enterprise software industry. Foxit's mission is to empower organizations to streamline workflows, enhance collaboration, and ensure document security through innovative technology. The company serves a diverse range of sectors, including legal, healthcare, finance, and government, helping them adapt to the demands of a digital-first world. Foxit Software offers a comprehensive suite of products, including PDF editing tools, secure document sharing platforms, and advanced e-signature solutions. Their flagship product, Foxit PDF Editor, provides robust features such as OCR (Optical Character Recognition), form creation, and batch processing, enabling users to manipulate and secure documents efficiently. The company's e-signature platform, Foxit e-Sign, simplifies the signing and approval process, reducing turnaround times and administrative overhead. These solutions cater to businesses of all sizes, from small enterprises to large multinational corporations, focusing on scalability, compliance, and user-friendly interfaces. Foxit Software has achieved significant recognition in the industry, including multiple awards for its innovative document management solutions. The company holds a strong market position, particularly in the PDF and e-signature segments, where its products are trusted by millions of users worldwide. Foxit's unique value proposition lies in its ability to combine powerful functionality with affordability, making advanced document management accessible to organizations across the globe. By prioritizing security, efficiency, and customer support, Foxit Software continues to drive digital transformation in the enterprise sector.
