Technical Support Con

Tier 2 Technical Solutions Consultant

GCC India | TreadNet and B2B Platform Support

Position Summary

The Tier 2 Technical Solutions Consultant provides advanced customer and technical support for TreadNet and related B2B platforms. Based in the Bridgestone GCC India office, this role serves internal users and external customers across the United States and Canada, resolving complex access, functional, and technical issues that cannot be resolved through Tier 1 support. The consultant combines strong troubleshooting capability with clear, professional customer communication and owns issues through resolution or appropriate escalation.

This role is customer-facing and requires confident verbal and written English communication, including the ability to lead calls, communicate technical issues in business-friendly language, and build trust with U.S.-based customers and stakeholders.

Key Responsibilities

• Provide high-quality Tier 2 support to internal users and external B2B customers across the United States and Canada.
• Investigate, diagnose, and resolve escalated issues involving TreadNet, supporting systems, user access, browser behavior, integrations, and functional workflows.
• Support user provisioning and access management in accordance with established user-management controls and procedures.
• Engage customers by phone, email, chat, and video conference to gather details, troubleshoot issues, communicate status, and confirm resolution.
• Provide technical assistance for common issues, including password resets, browser and cache clearing, account access, and basic platform navigation.
• Provide user guidance and basic training on TreadNet and supporting-system functionality.
• Follow established Incident Management, Problem Management, knowledge-management, and escalation processes.
• Document incidents accurately, including issue details, troubleshooting performed, customer communication, root cause where known, and resolution steps.
• Escalate unresolved or high-impact issues to Tier 3, Product, Engineering, Platform, or vendor teams; track progress through closure and keep customers informed.
• Identify recurring incident patterns, customer pain points, and enhancement opportunities; document and route feedback through established processes.
• Contribute to and maintain support guides, knowledge articles, troubleshooting playbooks, user instructions, and training materials.
• Participate in support triage, operational reviews, and continuous-improvement activities to improve service quality, resolution time, and customer experience.
• Maintain awareness of service-level expectations and support team metrics, including response time, resolution time, ticket quality, and backlog aging.

Shift Coverage and Work Schedule

The Tier 2 GCC India support team will provide coverage for the U.S. business day from 6:00 AM Central Time through 8:00 PM Central Time (UTC -6). Coverage will be split between two consultants, with planned overlap to support handoffs, triage, collaboration, and peak customer demand. Candidates must be willing and able to work assigned India-based shifts that align to this U.S. coverage window, including overlap hours as required.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent relevant experience may be considered.
• At least 4 years of experience in technical support, application support, service desk, customer support, or a related technology-support role.
• Strong verbal and written communication skills in English, with the ability to engage professionally and confidently with U.S.-based customers and stakeholders.
• Demonstrated ability to troubleshoot issues methodically, ask effective diagnostic questions, and explain solutions clearly to technical and non-technical users.
• Experience managing incidents and escalations through ticketing systems and following issues through to resolution.
• Strong analytical, diagnostic, problem-solving, time-management, and organizational skills.
• Ability to work effectively in a fast-paced, customer-focused, deadline-oriented environment.
• Ability to work independently with minimal supervision while collaborating effectively within a distributed team.
• Proficiency with Microsoft Outlook, Excel, PowerPoint, and Word; ability to create clear support documentation.
• Ability to receive feedback constructively and apply it to improve individual and team performance.
• Willingness to work the assigned shift schedule supporting North American business hours.

Preferred Qualifications

• Experience supporting B2B commerce, customer portals, order-management, pricing, billing, or dealer/fleet-facing platforms.
• Experience with ServiceNow, Freshdesk, Azure DevOps, Jira, or similar ticketing and support delivery tools.
• Experience supporting users in the automotive, transportation, retail, distribution, or service industries.
• Knowledge of ITIL practices, including incident, problem, change, and knowledge management.
• Experience working with U.S.-based customers or global, cross-cultural teams.

Core Competencies

• Customer-first mindset and ownership through resolution
• Clear and concise written and verbal communication
• Technical curiosity and structured problem solving
• Professionalism, empathy, and sound judgment during escalations
• Collaboration across support, product, engineering, and business teams
• Attention to detail and disciplined documentation
• Adaptability and continuous-improvement mindset