.Who we are Aizon is a software-as-a-service provider that transforms manufacturing operations in life science industries using advanced analytics and artificial intelligence. Following our recent Series C round of growth funding, we are looking for ambitious new team members who are motivated to directly impact our future growth and success as we launch what we consider "Aizon 3.0". Aizon is helping pharma manufacturers and CDMOs make better decisions in GMP operations. - What makes us different from other manufacturing platforms? We help operations leaders and engineers avoid endless cycles of chasing data in disparate and heavy-handed systems and rapidly understand how to run their manufacturing processes better. - We're solving multiple problems in GMP operations that cost manufacturers millions yearly while accelerating their digital maturity journey. One of our unique capabilities is the ability to operationalize the use of predictive AI models in real-time without a big data science staff. - We're backed by both industry and software investor firms like NewVale Capital, Atlantic Bridge, Danaher, Honeywell, CrossLink, and UnCork, with solid industry and technology expertise. Our mission is to improve global health by optimizing how medicines are manufactured so that pharma and biotech companies can provide patients worldwide with the right medicine at the right time and price. Join us if you are motivated to directly impact our company's success and growth path forward and, more importantly, by positively contributing to the life science industry and deserving patients worldwide. The position The Tier 2 Support Agent at Aizon is essential in delivering advanced technical support, serving as the primary escalation point for Tier 1 agents, and coordinating with the Engineering team when needed while ensuring high-quality and white-glove service for our customers. This role requires more in-depth troubleshooting and problem-resolution skills, as well as a deeper understanding of our software. The team operates 24x5, including Public Holidays, and the agent will be responsible for resolving more complex customer issues and contributing to the continuous improvement of our support processes. The ideal candidate has strong technical expertise, a customer-centric mindset, and is dedicated to continuous learning. This position may require participation in an on-call rotation to cover night shifts as needed. Responsibilities Handle escalated customer inquiries and issues from Tier 1, providing advanced troubleshooting and solutions. Provide in-depth technical assistance to resolve more complex software issues, minimizing the need for further escalation. Ensure that all escalated customer interactions and ticket resolutions meet Aizon's Service Level Agreements (SLAs). Take ownership of critical or high-impact issues, ensuring timely and thorough resolutions while maintaining excellent customer satisfaction