Technical Support Specialist (Tier 2) Sherlock of the Support Queue

Do you get a weird amount of satisfaction from solving the problem no one else could?
Do you find yourself digging through logs, APIs, or scripts just to figure it out?
Do you enjoy being the person others go to when things get complicated?
Do you genuinely care about helping people—not just fixing tickets?

If so… keep reading.

The Customer Support team at RTA is looking for a Technical Support Specialist (Tier 2)—someone who thrives in the deep end of technical problem solving while still showing up as a human-first partner to our customers.

This role is responsible for handling escalated support cases, serving as a technical leader for the support team, and helping our customers unlock the full value of our platform. You’ll balance strong people skills with deep technical expertise—from APIs, SQL, and scripting to system troubleshooting and AI/LLM-driven solutions, including automation, integrations, and intelligent workflows.

This role plays a key part not only in the success of our support team, but ultimately in the success of the fleets we serve.

In general, someone who:

• Feels at home on a healthy, accountable team—someone who can challenge and be challenged
• Passionately cares about our clients and the work they do (Our clients maintain everything from squad cars to school buses—what they do matters)
• Puts the needs of the team and the customer ahead of their own
• Is willing to do whatever it takes—yes, even the unglamorous stuff
• Loves to learn, grow, and stretch themselves consistently
• Thinks of themselves less, while not thinking less of themselves
• Is always looking for more: more to learn, more to solve, more to contribute
• Invests in others—coaching, teaching, and leveling up the team around them

• Thrives in complex troubleshooting across SaaS and on-prem environments
• Can break down APIs, logs, scripts, and databases to find root causes
• Is comfortable working with:
  • SQL (advanced querying analysis)
  • REST APIs (testing, troubleshooting, integrations)
  • JavaScript data flow logic
  • PowerShell scripting
  • Windows Server environments
  • AI/LLM tooling (prompt engineering, API integrations, and automation workflows)
    
• Tools and debugging experience with: 
  • Postman
  • New Relic
  • Chrome DevTools (network tracing, API inspection, frontend debugging)
  • Swagger(API Documentation)
    
• Can support and troubleshoot tools like:
  • Crystal Reports
  • Knowledge base articles and documentation
  • Scripting library 
  • AI-powered tools and integrations (chatbots, automation workflows, and API-based solutions)
  • Internal applications (C#,Python,JavaScript, support tools scripting , etc.)
• Acts as a technical escalation point for Tier 1 support
• Can translate complex technical issues into clear, helpful communication for customers
• Takes ownership of problems and sees them through to resolution

• Resolve escalated technical issues thoroughly, efficiently, and correctly
• Identify root causes—not just surface-level fixes
• Maintain strong ownership of open issues and ongoing customer communication
• Educate customers so they can better use and benefit from the platform
• Document everything clearly—issues, steps taken, and resolutions
• Build or improve tools, documentation, and resources that help solve future issues faster
• Elevate the overall capability of the support team

You’ve made it this far, so congratulations.

We are looking for ideal team players with an almost frightening intensity around solving problems, serving customers, and mastering their craft.

This is not a “close enough” role. This is a figure-it-out, own-it, make-it-better role.

Total compensation: $75,000 – $90,000 (based on experience)

Work style: Hybrid (in-office M/W/F)

RTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.

Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other's company. We offer some pretty unique perks and benefits, as well as all the standard ones. However this role is a hybrid role with the following requirements:

• Ability to sit or stand for extended periods
• Ability to work at a computer for prolonged periods
• Ability to travel up to 10% (minimal travel based on business needs)

We invest in our people - period.

• 401(k) 6% Safe Harbor match (100% vested day one)
• Cigna PPO or HSA options with company contributions ($780–$1,950/year)
• Garner Health (HRA): up to $1,000 individual / $2,000 family
• Wellness rewards up to $350/year
• Virtual care mental health support when you need it
• Access to legal plans, ID theft, EAP, STD & LTD benefits

…and more perks and discounts designed to support you.

The part we’re most proud of

• 99% of employees say RTA is a Great Place to Work - Great Place to Work Certified (3 years running)
• We’ve also had 30% ARR growth — 2 years straight, and
• We are an AI-forward company — we build for the future

Big growth. Real benefits. Strong culture. A team that actually delivers.

Coming from the east side? You'll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

If all of this sounds like you, and your type of company, then click apply! Seriously, we've asked you five times, and you are still reading. Maybe you're just thorough — and honestly, that's exactly what we need in this role. Now stop reading and start applying. We'll bring the desserts.

RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role, please let us know.

RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.

We cannot accept any student visas or provide sponsorship at this time.