Senior Technical Support Engineer, Tier 2

Fidelity is hiring a Senior Technical Support Engineer, Tier 2 to join our fully remote team in the United States. As a Senior Technical Support Engineer, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a contract, work-from-home role open to candidates across the US (Remote — US (EST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Document solutions and improve help content • Troubleshoot and resolve product issues • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Respond to customer questions via chat, email, and tickets What we offer: • Comprehensive medical, dental, and vision coverage • Flexible working hours across US time zones • Generous paid time off and company holidays • Annual learning and professional development budget • Competitive salary and meaningful equity How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Fidelity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Ability to learn products quickly • Comfort with support tools (Zendesk, Intercom) • Excellent written and verbal communication • Empathy and patience Nice to have: • Experience working in a fully remote or distributed team • Familiarity with modern collaboration tools (Slack, Notion, Linear)