Senior Technical Support Engineer, Tier 2

Slack 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 full-time, 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: • Respond to customer questions via chat, email, and tickets • Troubleshoot and resolve product issues • Maintain high customer satisfaction scores • Document solutions and improve help content • Escalate bugs and feedback to product teams What we offer: • Competitive salary and meaningful equity • Home office and wellness stipends • Flexible working hours across US time zones • Comprehensive medical, dental, and vision coverage • Generous paid time off and company holidays How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Slack 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 • Comfort with support tools (Zendesk, Intercom) • Excellent written and verbal communication • Ability to learn products quickly • Reliable home internet and a quiet workspace Nice to have: • Experience working in a fully remote or distributed team • A growth mindset and eagerness to keep learning