Technical Support Engineer, Tier 2

Fidelity is hiring a Technical Support Engineer, Tier 2 to join our fully remote team in the United States. As a 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 — USA). 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 • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues • Document solutions and improve help content What we offer: • 401(k) retirement plan with company match • Flexible working hours across US time zones • 100% remote, work-from-anywhere-in-the-US culture • Home office and wellness stipends • Comprehensive medical, dental, and vision coverage 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: • 2+ years of relevant experience • Reliable home internet and a quiet workspace • Empathy and patience • Comfort with support tools (Zendesk, Intercom) • Ability to learn products quickly Nice to have: • A track record of taking ownership and shipping independently • Experience in a fast-paced, high-growth environment