Similar Jobs
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Lead stabilization and modernization of Leave Solutions operations, drive AI (agentic) enablement and SKAN.AI adoption, set governance and readiness, deliver measurable KPI improvements, oversee change management, workforce enablement, and cross-functional alignment for safe, auditable AI decisioning.
Top Skills:
Advanced Decisioning SystemsAgentic AiIntelligent AutomationSkan.Ai
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Review and evaluate Group Life claim documentation for completeness and accuracy, process payments, respond to policyholder and beneficiary inquiries, ensure regulatory compliance, meet production and quality targets, mentor reviewers, and support claimants compassionately throughout the claims process.
Top Skills:
Bios (Windows-Based Claim System)ExcelMicrosoft TeamsMicrosoft WordWindows
Fintech • Information Technology • Insurance • Financial Services • Big Data Analytics
Partner with Product Directors to deliver reporting, analysis, and market-ready insights for Dental and Vision. Provide rapid support to Sales, brokers, and account teams, analyze network and plan design, identify risks and optimization opportunities, and produce external-ready materials and recommendations for regional market execution.
Top Skills:
Ai ToolsExcelNetwork 360Saas Analytics Tools
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description:
The Tier 2 Technical Support Specialist serves as the primary escalation point for complex or high priority technical issues, ensuring timely, high quality resolutions for customers and internal teams. This role requires a customer focused mindset, strong initiative, and advanced troubleshooting expertise across products, integrations, and technical environments. Senior Technicians work collaboratively across departments in a fast paced environment, contribute to continuous process improvement, and play a key role in mentoring and developing Tier 1 team members. A commitment to quality, attention to detail, and a team oriented approach are essential to success.
Responsibilities:
- Serve as the primary escalation point for complex or high priority customer issues, independently prioritizing, troubleshooting, and resolving cases while maintaining complete and accurate documentation in the ticketing system.
- Collaborate with Product, Engineering, and Tier 3 teams to investigate and resolve advanced issues, identify defects, and ensure timely and transparent internal communication of technical concerns.
- Provide expert guidance to clients, Tier 1 Support Specialists, SMEs, and partners—promoting a culture that under promises, overdelivers, and consistently protects the customer experience.
- Determine optimal solutions and walk customers through resolution steps, addressing end user concerns professionally and ensuring a customer centric experience.
- Mentor, coach, and train Tier 1 team members on troubleshooting methods, processes, new releases, and support best practices; contribute to onboarding and skill development.
- Provide backup support to Tier 1 during high volume periods to maintain team-wide service level consistency.
- Create and maintain knowledge base articles and internal documentation to support customer self-service and improve internal knowledge sharing.
- Identify broken or inefficient processes and recommend practical solutions to leadership, contributing to continuous improvement across the support organization.
Knowledge, Experience, Requirements:
- 2+ years in technical support or a customer-facing technical role.
- Strong troubleshooting and analytical skills across software applications and related technologies.
- Familiarity with Novara software (or ability to quickly develop deep product knowledge).
- Strong familiarity with SSO, SFTP, and API functionality, including configuration, integration concepts, and troubleshooting.
- Ability to independently diagnose and resolve complex issues with minimal guidance.
- Excellent written and verbal communication skills.
- Strong organizational skills with the ability to manage multiple high priority tasks simultaneously.
Preferred Qualifications:
- Experience developing SOPs, knowledge base content, or other documentation.
- Prior mentorship, training, or peer-coaching experience.
Success Criteria:
- High customer satisfaction (CSAT) driven by clear communication, empathy, technical accuracy, and strong ownership of escalated issues.
- Exceptional First Response Time (FRT) reflecting urgency, accountability, and customer-centric decision-making.
- Efficient resolution of complex cases, minimizing time-to-resolution through expert troubleshooting, high-quality documentation, and effective cross-team collaboration.
- Consistent customer centric decision-making and process improvement, contributing to better user experiences, reduced escalations, and stronger team-wide performance.
Compensation:
- Annual Base Salary Range of 60-65k
- Annual Bonus Opportunity of 7.5%
As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Please see our Candidate Privacy Notice Included Here
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
