About this Tier 2 Senior Technical Support Specialist role at Diligent Corporation
Tier 2 Senior Technical Support Specialist – Entities
Position Overview
As a Tier 2 Senior Technical Support Specialist – Entities, you will deliver a high standard of technical support to a global customer base across a wide range of industries, including many Fortune 500 organizations. In this role, you will become a subject matter expert in Diligent’s Entities solution, providing advanced troubleshooting, hands-on technical guidance, and a trusted support experience for clients.
Success in this position requires strong technical capability, a passion for learning, a customer-first mindset, and the ability to resolve complex issues in a fast-paced environment.
Key Responsibilities
- Develop deep product knowledge and provide advanced support for complex customer issues related to the Entities platform
- Investigate escalated cases thoroughly and collaborate with Tier 1 Support to gather additional details when needed
- Identify high-priority or recurring issues and escalate them appropriately to Development or Professional Services teams
- Create, review, and maintain product documentation to ensure the Knowledge Base remains accurate, relevant, and useful
- Conduct Q&A and knowledge-sharing sessions with Tier 1 Support to improve team capability and case resolution efficiency
- Accurately document support activities, technical findings, customer communications, and resolutions for future reference
- Support onboarding and enablement efforts by developing training materials and delivering training to new hires
- Consistently achieve or exceed individual and team performance targets established by management
- Contribute to additional support or operational initiatives as required
Required Experience and Skills
- 3–5 years of experience in software application support, technical support, or a call center environment supporting end users
- Strong experience supporting web-based applications and troubleshooting functional and technical issues
- Proven ability to analyze problems, identify root causes, and deliver effective solutions
- Working knowledge of Salesforce, RingCentral, and Jira
- Excellent verbal and written communication skills, with strong customer handling and stakeholder management ability
- Ability to perform effectively in a high-demand, fast-moving environment
- Strong technical aptitude with the ability to quickly learn new systems, tools, and workflows
- Demonstrates Diligent’s values by championing modern governance and driving client impact
- Acts as a role model for a positive, professional, and customer-focused attitude across the wider team
Preferred Experience and Skills
- Previous experience troubleshooting web applications across multiple platforms, including Windows, Android, and iOS
- Experience with SQL, AWS, APIs, web services, and Single Sign-On (SSO)
- Genuine interest in technology, including software, coding, gaming, or related technical areas
- Demonstrated experience resolving complex technical issues with a structured and customer-centric approach
Candidate Profile
The ideal candidate is a technically strong and customer-focused support professional who thrives on solving complex issues, sharing knowledge, and continuously improving the customer experience. They are proactive, collaborative, detail-oriented, and confident working across teams to drive timely and effective resolutions.
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
Learn more at diligent.com or follow us on LinkedIn and Facebook
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
