Customer Service Advisor 2

Job Title Customer Service Advisor 2 Senior Technical Advisor Company: Concentrix Employment Type: Full time Department: Enterprise Technical Support Location: Remote Role Overview Concentrix is seeking an experienced Senior Technical Advisor to support enterprise customers deploying and managing VR devices for a global virtual reality technology company. This role requires a strong technical support background combined with enterprise support experience, identity management, APIs, and device management platforms. The successful candidate will serve as a senior contact point for complex customer environments, ensuring reliable device deployment, user access, and operational performance across enterprise ecosystems. Key Responsibilities

• Provide advanced technical support for enterprise VR device deployments and management
• Troubleshoot complex customer issues related to APIs, authentication, device enrollment, and enterprise integrations
• Support Single Sign-On (SSO) configuration and troubleshooting across multiple identity providers
• Manage and troubleshoot Mobile Device Management solutions and enterprise device policies
• Analyze logs and telemetry data using logging and monitoring tools
• Collaborate with engineering, product, and customer success teams to resolve technical issues
• Document troubleshooting steps, known issues, and customer resolutions
• Assist customers with onboarding, deployment best practices, and operational guidance
• Maintain high customer satisfaction through clear communication and timely issue resolution
• Identify recurring issues and recommend process or tooling improvements
• Participate in incident management and root cause analysis activities

Required Skills & Experience

• Strong customer support or technical support experience in an enterprise environment
• Experience troubleshooting APIs and integration-related issues
• Strong understanding of Single Sign-On (SSO) technologies and authentication protocols
• Experience with Mobile Device Management (MDM) platforms and device lifecycle management
• Experience using logging, monitoring, and diagnostic tools for troubleshooting
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience supporting enterprise SaaS or hardware products
• Familiarity with ticketing systems such as Jira, ServiceNow or Zendesk
• Understanding of networking fundamentals, VPNs, DNS, and connectivity troubleshooting
• Knowledge of REST APIs, JSON, and API testing tools such as Postman
• Experience working with identity providers such as Okta or Microsoft Entra ID

Preferred Qualifications/Experience

• Experience supporting VR, mobile, or wearable technology products
• Familiarity with enterprise Android device management
• Experience with cloud platforms and SaaS administration
• Prior experience supporting large enterprise customers

Key Competencies

• Customer-focused mindset
• Technical troubleshooting expertise
• Strong documentation and communication skills
• Ability to work independently in a remote environment
• Escalation and incident management experience
• Adaptability in rapidly evolving technical environments