{"schemaVersion":"jobsearcher.job.v1","id":"a0df363638c4d4bf00addf07","url":"https://jobsearcher.com/jobs/a0df363638c4d4bf00addf07","canonicalUrl":"https://jobsearcher.com/jobs/a0df363638c4d4bf00addf07","title":"Technical Support - Tier 2","description":"Technical Support - Tier 2We are seeking a Technical Support - Tier 2 who is responsible for delivering excellent customer service by responding to inquiries, resolving issues, and providing product or service information in a timely and professional manner. This role requires strong communication skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment.\r\nKey Responsibilities:\r\nEscalate all Tier 1 unresolved issues and claims\r\nDirect of Tier 1 staff through product training & knowledge, ticket reviewing.\r\nReview and execute product warranty returns and shipments for customer claims. Work closely with the RMA Team on product replacements.\r\nIndependently resolves any technical issues and claims from the customers\r\nCreate Technical Articles for website Knowledge Base location and help manage product content.\r\nSetup rules and procedures for Sena ticketing system (Zendesk)\r\nSubject Matter Expert for customers, team, and product partners. POC for leadership and stakeholders\r\nSupport OEM / Partner Customers with specific product knowledge and troubleshooting techniques.\r\nProvide Customer follow through and updates on ticket escalations and regular support tickets.\r\nWork closely with other support Teams such as Marketing, Sales and Accounting members on various tasks.\r\nBuild Strong relationship with Sena loyalty customers\r\nAttending Team and Support meetings for product updates, product communication, new product releases and Team building.\r\nTest all new product releases, IOS and Android Apps for basic product features and knowledge.\r\nEscalate product issues and concerns to Management staff and R&D Team for update and corrections.\r\nAttention to detail concerning ticket specifications and Customer needs.\r\nBasic SLA procedure knowledge for completing tickets within a timely manner.\r\nAlways professional and courteous when responding to Customer emails and calls.\r\nQualifications (Required):Bachelor's degree or equivalent professional experience required.\r\n13 years of experience in a technical support or related field.\r\nExceptional written and verbal communication skills.\r\nProficiency with Microsoft Office Suite (Word, Excel, Outlook).\r\nPrior Help Desk or Customer Relationship Management (CRM) experience is required (Zendesk experience preferred).\r\nSkills and Competencies:Strong customer service acumen.\r\nDemonstrated problem-solving and multitasking skills.\r\nStrong attention to detail and organizational skills.\r\nA positive, collaborative attitude and proven ability to work as part of a team.\r\nFamiliarity with motorcycle products, brands, or riding experience is a strong plus.\r\nCompany Overview:\r\nSENA is a global leader in innovative communication systems, offering advanced connectivity solutions for adventure enthusiasts and professionals. SENA pushes the boundaries of technology with a range of productsfrom motorcycle helmets to communication systems for outdoor sports and industrial environments. Our products integrate cutting-edge technologies such as Bluetooth 5.0 and Mesh Intercom, ensuring superior user experiences in terms of safety and performance. Whether on the road, in the mountains, or at sea, SENA accompanies its users wherever adventure takes them.","company":"Sena Technologies","rawCompany":"sena technologies","city":"Irving","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-04-09T08:06:03.611Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support - Tier 2","description":"Technical Support - Tier 2We are seeking a Technical Support - Tier 2 who is responsible for delivering excellent customer service by responding to inquiries, resolving issues, and providing product or service information in a timely and professional manner. This role requires strong communication skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment.\r\nKey Responsibilities:\r\nEscalate all Tier 1 unresolved issues and claims\r\nDirect of Tier 1 staff through product training & knowledge, ticket reviewing.\r\nReview and execute product warranty returns and shipments for customer claims. Work closely with the RMA Team on product replacements.\r\nIndependently resolves any technical issues and claims from the customers\r\nCreate Technical Articles for website Knowledge Base location and help manage product content.\r\nSetup rules and procedures for Sena ticketing system (Zendesk)\r\nSubject Matter Expert for customers, team, and product partners. POC for leadership and stakeholders\r\nSupport OEM / Partner Customers with specific product knowledge and troubleshooting techniques.\r\nProvide Customer follow through and updates on ticket escalations and regular support tickets.\r\nWork closely with other support Teams such as Marketing, Sales and Accounting members on various tasks.\r\nBuild Strong relationship with Sena loyalty customers\r\nAttending Team and Support meetings for product updates, product communication, new product releases and Team building.\r\nTest all new product releases, IOS and Android Apps for basic product features and knowledge.\r\nEscalate product issues and concerns to Management staff and R&D Team for update and corrections.\r\nAttention to detail concerning ticket specifications and Customer needs.\r\nBasic SLA procedure knowledge for completing tickets within a timely manner.\r\nAlways professional and courteous when responding to Customer emails and calls.\r\nQualifications (Required):Bachelor's degree or equivalent professional experience required.\r\n13 years of experience in a technical support or related field.\r\nExceptional written and verbal communication skills.\r\nProficiency with Microsoft Office Suite (Word, Excel, Outlook).\r\nPrior Help Desk or Customer Relationship Management (CRM) experience is required (Zendesk experience preferred).\r\nSkills and Competencies:Strong customer service acumen.\r\nDemonstrated problem-solving and multitasking skills.\r\nStrong attention to detail and organizational skills.\r\nA positive, collaborative attitude and proven ability to work as part of a team.\r\nFamiliarity with motorcycle products, brands, or riding experience is a strong plus.\r\nCompany Overview:\r\nSENA is a global leader in innovative communication systems, offering advanced connectivity solutions for adventure enthusiasts and professionals. SENA pushes the boundaries of technology with a range of productsfrom motorcycle helmets to communication systems for outdoor sports and industrial environments. Our products integrate cutting-edge technologies such as Bluetooth 5.0 and Mesh Intercom, ensuring superior user experiences in terms of safety and performance. Whether on the road, in the mountains, or at sea, SENA accompanies its users wherever adventure takes them.","datePosted":"2026-04-09T08:06:03.611Z","dateModified":"2026-04-09T08:06:03.611Z","hiringOrganization":{"@type":"Organization","name":"Sena Technologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Irving","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a0df363638c4d4bf00addf07"},"url":"https://jobsearcher.com/jobs/a0df363638c4d4bf00addf07"}}