Technical Support T2

BitTitan is seeking a Tier 2 Technical Support Engineer for our Global Technical Support Team. Are you motivated to solve complex migration challenges? Do you enjoy digging deep into technical issues and working directly with customers to drive successful migration outcomes? Do you have experience with Office 365, Exchange, or other messaging platforms and enjoy collaborating across teams to resolve challenging problems? If you do, then IDERA wants you on our team! Our Technical Support Team works with customers worldwide to support the MigrationWiz suite of products. We are looking for candidates who can analyze and troubleshoot complex migration issues involving email, documents, contacts, calendars, and collaboration platforms. As a Tier 2 Technical Support Engineer, you will serve as an escalation point for advanced technical issues, partnering with customers, Tier 1 Support, Product, and Engineering teams to identify root causes and deliver solutions. This role operates in a fast-paced, ever-evolving environment where technical expertise, problem-solving skills, and a commitment to customer success are critical. Responsibilities: -Work directly with customers to resolve migration-related product issues using Zendesk ticketing, phone/email communication and screenshare session troubleshooting -Maintain provisional customer interactions. Focusing on Customer Experience, Response Quality and timely resolution. -Reproduce customer-reported issues in test environments and document findings for internal teams -Investigate and resolve complex issues related to data (email, document, contacts, and calendar) migration -Analyze migration logs, diagnostic data, and platform behavior to identify root causes and recommend solutions -Collaborate with Product Management and Engineering teams to investigate product defects and drive issue resolution -Contribute to the achievement of customer satisfaction goals -Create and maintain technical documentation, troubleshooting guides, and knowledge base articles -Identify trends, recurring issues, and opportunities to improve processes, tools, and customer experience -Provide technical guidance and mentorship to Tier 1 team members -Seek feedback and facilitate discussion for making decisions, changes, or refinements Requirements: -Previous experience in an IT support related field or Messaging administration role -Relevant experience with messaging, collaboration, or migration technologies -Expert knowledge of email and networking protocols such as SMTP, EWS, NRPC, IMAP, DNS, and RFCs -Strong knowledge of email and collaboration platforms such as Office 365, Exchange, Google Workspace, GroupWise, Zimbra, and related technologies -Demonstrated experience troubleshooting and resolving complex technical issues across cloud and on-premises environments -Experience performing root cause analysis and documenting technical findings -Experience using troubleshooting, debugging, and diagnostic tools -Strong PowerShell skills for automation, troubleshooting, and data analysis -Skilled oral and written communication -Ability to manage multiple priorities and customer escalations in a fast-paced environment -Respects confidentiality of all information related to customers' Personally Identifiable Information (PII) Nice to Have - Big Plus: -Experience with Exchange Administration (or any other email/collaboration platform) -Experience using PowerShell for automation, implementation, and data extraction with Microsoft Exchange, Google, OneDrive for Business, and SharePoint -Experience with Exchange Hybrid Migration, SharePoint Server/Online migration, Google Workspace migrations, and enterprise migration projects -Knowledge of Directory Services (DirSync, AAD Connect, Active Directory, Entra ID, domains) -Experience troubleshooting authentication technologies such as Modern Authentication, OAuth, and SSO -Experience working directly with software engineering teams on product issues and defect investigations -Ability to proactively identify ways to enhance or improve programs, processes, and systems -Microsoft technical certifications including Microsoft 365 Administrator, Messaging Administrator, MCSE, MCSA, or related certifications