Customer Support Specialist II (Tier 2)

About the Role

RollKall is seeking a Tier 2 Customer Support Specialist to join our Customer Support team. This role covers the full scope of Tier 1 responsibilities, plus added technical depth, including querying and making basic adjustments in our SQL database, tracking open issues in Jira, and maintaining ongoing communication with engineering and management.

Responsibilities

• Handle the full range of day-to-day support, including inbound calls and emails, account and workflow support, job postings, invoice and payment review, and verification monitoring.
• Serve as the next level of triage above Tier 1 by taking ownership of unresolved issues, investigating root causes, and resolving them before escalating to engineering.
• Query the SQL database to investigate data issues, pull records, and identify root causes when platform tools don't provide enough visibility.
• Make basic, guided data-level adjustments in SQL where appropriate, within established guardrails.
• Use AI tools to accelerate troubleshooting, draft and refine documentation, and identify patterns across recurring issues.
• Log and track issues in Jira throughout their full lifecycle, keeping status current for engineering and leadership visibility.
• Maintain direct communication with engineers on open issues, providing context and detail to move tickets forward efficiently.
• Keep management informed of trends, blockers, and recurring issues.
• Document resolutions and workarounds to reduce repeat escalations and maintain knowledge base accuracy.
• Determine what can be resolved independently and what requires engineering, ensuring engineering time is reserved for critical issues.
• Communicate clearly and professionally with customers and internal teams, especially during critical situations.

Tools & Technologies

Salesforce, Zendesk, Slack, Google Workspace, Jira, SQL (queries and basic data adjustments), AI tools (e.g., Claude, ChatGPT, Copilot), and reporting and financial systems.

Qualifications

• 3+ years of customer support experience, preferably in a SaaS, technical, or platform-based environment, including at least 1 year in an escalated or Tier 2 role.
• Working knowledge of SQL for querying and basic data adjustments.
• Experience using Jira or similar ticketing systems to track issues through their full lifecycle.
• Demonstrated ability to resolve technical issues independently, reducing reliance on engineering.
• Strong troubleshooting skills across workflows, billing, authentication, scheduling, and user access.
• Excellent verbal and written communication skills, including direct communication with engineers.
• Proven ability to work independently, prioritize effectively, and make sound decisions in a fast-paced environment.
• Everyday use of AI tools to speed up troubleshooting, strengthen documentation, and improve support workflows.
• Strong attention to detail in a high-volume environment.
• Customer-first mindset with empathy, professionalism, and a bias toward proactive resolution.
• Ability to quickly learn proprietary platforms, tools, and operational workflows.

Cultural Fit

• One Team: People first, trust each other, care, diversity, and inclusion.
• Servant Leadership: Do the right thing, question authority.
• Humbition: Humility, ambition, think big, and have empathy for our users.
• Deliver Results: Bias for action, innovate, embrace change.

Schedule

This is a hybrid role based in Irving, TX, requiring three days per week in the office. The position is daytime, Monday through Friday.

Benefits

• Healthcare (medical, dental, vision, prescription drug coverage, FSA/HSA, and Teladoc services)
• Employee Assistance Program
• Maternity and parental leave
• 401(k) plan for eligible employees
• Paid sick time, vacation, and holidays

RollKall is committed to a diverse and inclusive workplace and is an equal opportunity employer.