At Foxit, we’re on a mission to redefine the way the world creates, collaborates, and secures documents. We’re looking for a skilled and solutions-oriented Level 2 Customer Support Specialist to join our global support team and provide exceptional technical assistance for our suite of PDF, eSign, and document collaboration tools.

This is a dynamic role that combines deep product knowledge, problem-solving skills, and a commitment to outstanding customer experiences. As a Level 2 Specialist, you’ll work closely with both customers and internal teams to resolve complex issues, support product rollouts, and help drive continuous improvement across the support lifecycle.

What You’ll Do:

Serve as an escalation point for advanced technical support issues across Foxit’s desktop, web, and mobile products

Diagnose, troubleshoot, and resolve complex software issues with speed and accuracy

Guide customers through technical solutions via email, chat, screen share, and phone

Collaborate with Level 1 Support, Engineering, and Product teams to report and resolve bugs or emerging issues

Support the rollout of new features and applications, including testing and documentation

Maintain clear and professional communication with customers, ensuring timely follow-up and resolution

Contribute to internal knowledge bases and external help center content

Manage and prioritize multiple open cases with efficiency and care

Stay current on product updates, industry trends, and best practices in customer support

What You Bring:

3+ years of experience in technical support, preferably in a SaaS or software company

Strong understanding of Windows and Mac OS; mobile OS knowledge is a plus

Proficiency with support tools such as Zendesk, Jira, remote desktop, and diagnostic software

Excellent troubleshooting skills and a passion for solving customer problems

Exceptional written and verbal communication skills in English.

Ability to thrive in a fast-paced, collaborative environment

Experience with PDF software, document workflows, or eSignature tools is a strong plus

Technical certifications (Microsoft, Linux, Cisco, etc.) and a degree in Computer Science or related field are a bonus

Why Foxit?

Be part of a global company with a startup mindset and big ambitions

Work on meaningful products used by millions of users worldwide

Collaborative, diverse, and inclusive team culture

Opportunities for growth, learning, and making an impact