What are the responsibilities and job description for the 2nd Level Support position at Hyphen Solutions, LLC?
Build Your Future with Hyphen While Our Clients Build Homes with Your Support. We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain. Level 2 Support Specialist (SQL Knowledge, Homebuilding & ERP Expertise) The Level 2 Support Specialist is responsible for providing advanced technical support to resolve escalated customer and internal inquiries. This role demands strong analytical skills, proficiency in SQL, and the ability to troubleshoot complex issues in collaboration with cross-functional teams. Experience in the homebuilding industry and familiarity with ERP software are essential to effectively support business-critical applications and workflows. The successful candidate will serve as a key escalation point between Level 1 Support, Level 3 support, DEV and BRIX engagement and Product Teams ensuring timely and effective resolution of incidents while maintaining a high standard of customer satisfaction. Key Responsibilities: Provide second-level technical support for software applications, systems, and services, addressing issues unresolved by Level 1 Support. Utilize SQL to query, analyze, and troubleshoot database-related incidents, including performance issues, data integrity concerns, and application errors. Apply domain knowledge of homebuilding operations and ERP systems to diagnose and resolve industry-specific issues including but not limited to Accounting, Purchasing and Sales. Collaborate with Development, QA, and Product teams to identify root causes, recommend corrective actions, and implement permanent solutions. Document troubleshooting steps, resolutions, and knowledge base articles to support team efficiency and continuous improvement. Monitor system and application performance, proactively identifying and addressing recurring issues. Provide mentorship and guidance to Level 1 Support team members. Communicate status updates and technical solutions clearly to both technical and non-technical stakeholders. Work with BRIX Engagement Manager to support all BRIX Clients for a better overall experience. Performance Expectations: Meet or exceed Service Level Agreement (SLA) targets for response and resolution times: Initial response to escalated issues within 1 business hour. Resolution or documented workaround for 80% of incidents within 24 business hours. Maintain a customer satisfaction rating of 90% or higher on post-resolution surveys. Reduce ticket escalation rates to Level 3 Support by at least 15% through effective resolution and knowledge sharing. Contribute a minimum of 4 new or updated knowledge base articles per quarter. Participate in on-call rotation with an expectation of incident acknowledgment within 30 minutes during assigned periods. Qualifications: Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience. 2–4 years of experience in technical or application support. Strong proficiency in SQL, including writing and optimizing queries, joins, and stored procedures. Experience with relational databases (SQL Server, MySQL, Oracle, or PostgreSQL). Excellent analytical, problem-solving, and troubleshooting skills. Strong verbal and written communication skills. Proven ability to manage multiple priorities in a fast-paced environment. Industry experience in homebuilding or construction technology. Working knowledge of ERP systems used in homebuilding (e.g., BRIX, BuilderMT, NewStar, etc.). Preferred Qualifications: Experience with support ticketing platforms (e.g., Jira, ServiceNow, Zendesk). Familiarity with APIs, scripting, or automation (Python, PowerShell, etc.). Exposure to cloud platforms (AWS, Azure, GCP). Knowledge of networking and system administration fundamentals. Work Environment: Hybrid or remote options available, depending on business needs. Participation in scheduled on-call rotation is required. Honesty. Respect. Passion It’s our people, supported by our culture, which enables Hyphen Solutions to be among the best places to work in the business. By remaining true to the fundamentals of residential construction technology, we provide award-winning solutions dedicated to building the future. At Hyphen Solutions, we've dedicated over two decades to seamlessly connect systems, data and teams in the Residential Construction industry through reliable software solutions that drive economical outcomes. Our solutions are trusted by Home Builders, Suppliers, Contractors and Trades across North America, with 1 in every 3 new homes being built with Hyphen software. From flagship products such as BuildPro and SupplyPro to our newest innovations, we provide the only full-cycle software suite designed to support teams before, during and beyond the build. Join us at Hyphen Solutions and help shape the future of technology in Residential Construction while achieving your professional goals.