Technical Support Specialist, Level 2

Company CarCutter, the industry's #1 AI-powered vehicle merchandising solution, is looking for a Sales Manager, Performance & Operations to lead our US sales organization. The US is CarCutter's largest market and a critical growth driver. We are looking for a leader who can bring greater structure, visibility, accountability and operating discipline to a team of experienced Account Executives. This is not a traditional sales management role built around being the team's best closer. We are looking for someone who combines strong people management with a highly analytical, operational mindset and who uses data to drive consistent sales performance. CarCutter About the role We are looking for a Technical Support Specialist, Level 2 to support our strategic customers in the US market. This is a hands-on, customer-facing role for someone who enjoys solving complex technical problems, coordinating across teams, and taking ownership from the initial report through to resolution. You will work closely with customers, Level 1 Support, Customer Success, Product, Engineering, and external technical partners. This role is not about simply closing tickets. We are looking for a proactive problem solver who takes responsibility for the full support journey and ensures that customers feel supported, informed, and confident in the solution provided. You are a curious and pragmatic problem solver who investigates root causes rather than symptoms. You take ownership of ambiguous situations, involve the right people without losing accountability, and keep customers informed throughout the process. You are collaborative, organized, and comfortable balancing customer impact, technical accuracy, and urgency across international teams. Key responsibilities Customer support and issue ownership • Act as the main Level 2 technical support contact for strategic US customers. • Investigate and troubleshoot complex technical issues that cannot be resolved by Level 1 Support. • Develop a clear understanding of the customer’s environment, business impact, and expected outcome. • Communicate directly with customers by email, phone, and video calls when needed. • Provide clear, professional, and timely updates throughout the investigation and resolution process. • Take ownership of issues until the customer has received a suitable resolution or a clear action plan. • Explain technical topics in a simple and customer-friendly way. Technical investigation, resolution and continuous improvement • Reproduce, analyze, and document technical issues, identify root causes, and distinguish between product, configuration, integration, and third-party problems. • Coordinate with customers, DMS and website providers, Product, Engineering, and other partners to implement, validate, and communicate fixes, workarounds, or escalations. • Maintain accurate documentation, identify recurring issues, contribute to knowledge bases and support processes, and share insights…