Foxit Software

Customer Support Rep, Level 2 North America

Sorry, this job was removed at 08:10 p.m. (CST) on Monday, Mar 23, 2026

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Fremont, CA, USA

Hybrid

78K-81K Annually

Software

The Role

Customer Support Representative II (Level 2) — Enterprise Technical Support (Foxit)

If you love digging into tough technical problems and you’re comfortable leading high-stakes customer conversations, this role is for you. As a Customer Support Representative – Level 2 (CSR II), you’ll be the go-to escalation point for complex issues in enterprise environments—helping customers with large deployments (think thousands of licenses) get back to productivity fast.

What you’ll do

Serve as a Tier 2 technical support escalation point, resolving complex product, configuration, and deployment issues.

Manage customer escalations, including difficult or hostile interactions, with professionalism and confidence.

Support enterprise customers with large environments (thousands of licenses).

Lead or participate in extended customer meetings (up to 2+ hours), including troubleshooting sessions, demos, and Q&As for large user groups.

Run or assist with product demos, training sessions, workshops, and seminars (preferred).

Document cases thoroughly and follow escalation SOPs, ensuring proper due diligence when involving higher-tier teams.

Collaborate closely with internal teams to troubleshoot issues and brainstorm solutions.

Adapt quickly to changing priorities and multitask effectively.

Act as a point of contact for multiple departments on escalations and procedural questions.

What you bring (Required)

Proven technical support experience (required).

Strong verbal and written customer communication skills.

Experience handling escalations and complex customer scenarios.

Ability to present technical information clearly to both technical and non-technical audiences.

Technical skills (Strongly Preferred)

Experience with one or more of the following:

SSO / SAML

Cloud Identity Providers (e.g., Azure AD / Entra ID, Okta)

Active Directory & GPOs

PowerShell and command-line scripting

SharePoint integrations

Deployment tools (Intune, PDQ, JAMF)

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The Company

HQ: Fremont, CA

460 Employees

Year Founded: 2001

What We Do

Foxit is a leading software provider of fast, affordable and secure PDF solutions. Businesses and consumers increase productivity by using Foxit's cost effective products to securely work with PDF documents and forms. Foxit is the #1 pre-installed PDF software, shipped on one-third of all new Windows PCs, including those from HP®, Acer, and ASUS®. Foxit's Software Development Kits (SDKs) help developers reduce costs and improve time to market by easily integrating industry leading PDF technology into application workflows. This technology shares the same underlying technology that powers Google's open-source PDFium project. Winner of numerous awards, Foxit has over 650 million users and has sold to over 425,000 customers, ranging from SMBs to global enterprises, located in more than 200 countries. Since Foxit products are ISO 32000-1/PDF 1.7 standard compliant, they are compatible with your existing PDF documents and forms. Foxit's Mission Enabling people to create, collaborate, share, and use documents on any device. Foxit's Vision Foxit on every device. To learn more about Foxit : - Official Website: https://www.foxit.com - Facebook: https://www.facebook.com/foxitsoftware - Twitter: https://twitter.com/foxitsoftware