Tier 2 Maintenance and Support Specialist

Location: Remote (U.S.-based)
Start Date: January 1, 2026
Schedule: Full-time, 40 hours/week
Employment Type: Hourly W2 (with benefits)

Overview

We’re seeking a Tier 2 Maintenance and Support Specialist to provide ongoing technical maintenance, monitoring, and support for our proprietary training platform built on ReactJS (front-end) and Node/Express (back-end) with MongoDB and AWS S3 for data storage.

This role is ideal for a detail-oriented professional who enjoys problem-solving, improving efficiencies, and ensuring system stability through proactive maintenance and responsive issue resolution. While the initial focus will be on individual contributor work, there may be opportunities to collaborate with a broader team as enhancement projects expand.

Key Responsibilities

• Provide Tier 2 technical support and maintenance for existing systems and applications.

• Manage and resolve bug reports, hotfixes, and backlog triage efficiently.

• Perform proactive system monitoring, including vulnerability assessments and security patching.

• Support enhancement requests and minor feature development in coordination with internal teams.

• Collaborate cross-functionally to identify and implement process efficiencies to reduce maintenance hours.

• Deliver regular QA and maintenance reports summarizing performance, updates, and issue tracking.

• Provide insight and guidance for workflow or client-related requests.

Support Expectations

• Support window: 8:30 AM – 5:30 PM ET, Monday–Friday (excluding holidays).

• Average issue volume:

  • A few bug-related tickets per quarter.

  • Occasional insight requests related to workflows or client inquiries.

Qualifications

• 3+ years of experience in Tier 2 application/system support or maintenance roles.

• Strong troubleshooting, analytical, and communication skills.

• Experience with monitoring tools, ticketing systems, and QA processes.

• Familiarity with patch management, vulnerability assessment, and issue triage.

• Ability to work independently, manage priorities, and proactively improve existing processes.

Preferred Qualifications

• Experience with enhancement support or minor feature development.

• Background in environments requiring uptime monitoring, reporting, and system optimization.

• Prior experience with ReactJS, Node.js, MongoDB, and AWS S3.

Why Join ELB Learning

In a world where automation, robotics, and AI are transforming industries, the pressure to upskill, reskill, and future-proof your workforce has never been greater. Digital transformation isn’t just about adopting new technologies, it’s about empowering your people to grow with them. We take a consultative approach to understanding your goals, then we dig deep to design solutions that turn human capital into a strategic advantage. With ELB Learning, it’s more than a project, it’s a partnership built around your long-term growth and digital evolution.