Customer Specialist, Tier 2

🌟 The Role

When customers need help, they expect swift, accurate answers — and that’s where you come in.
As a Customer Support Specialist, Tier 2, you’ll be the go-to expert for resolving escalated technical issues, identifying root causes, and helping our customers succeed. You’ll blend technical troubleshooting skills with a genuine passion for helping people, ensuring every interaction builds trust and strengthens the customer relationship.

You’ll collaborate closely with our Tier 1 Support team, Engineering, and Product teams to diagnose complex issues, recommend improvements, and share insights that drive better experiences for our users.

💻 What You’ll Do

• Serve as the primary escalation point for Tier 1 Support and internal teams, providing advanced technical troubleshooting via chat, email, and live calls
• Investigate, document, and resolve technical issues across multiple platforms (Linux, SQL, APIs, etc.)
• Track and analyze support trends to identify opportunities for improving customer satisfaction and service processes
• Partner with cross-functional teams to communicate product feedback and recommend system enhancements
• Maintain accurate documentation of issues, solutions, and best practices
• Contribute to special projects and continuous improvement initiatives

🧩 What You Bring

• 3+ years of experience in a technical support or SaaS customer service role
• Strong troubleshooting skills and familiarity with Linux command line, SQL, and APIs
• Clear and concise written and verbal communication skills
• Ability to perform root-cause analysis and convey solutions to both technical and non-technical audiences
• Strong organizational skills and the ability to multitask in a fast-paced, remote environment
• A collaborative mindset and passion for mentoring Tier 1 team members

Bonus Points For:

• Experience supporting software, network databases, or cloud-based tools
• Bachelor’s or Associate’s degree in a related technical field

⚙️ You’ll Excel If You:

• Love diving deep into complex problems until you find the answer
• Enjoy connecting the dots between customer feedback and product improvement
• Take pride in delivering thoughtful, reliable, and empathetic support
• Thrive in a remote-first, high-growth SaaS environment

📊 How Success Is Measured

• First Response & Resolution Times
• Customer Satisfaction Rate (CSAT)
• Inquiry Volume & Average Handle Time
• Contribution to process and product improvements

Benefits

• Medical, Dental, Vision, and ancillary benefits
• 401(k) Company Match
• Flexible Time Off
• Home Office Benefit
• Paid Parental Leave
• Virtual Events
• Company Laptop
• and More! 

Ready to embark on this adventure together? We can't wait to meet you and explore the endless possibilities. 🚀