Customer Support Tier 2

About the role

The Customer Support Tier 2 Specialist supports 1-2 specialized brands within the division, resolving escalated and technically complex issues that Tier 1 cannot handle. This role requires strong troubleshooting skills, comfort with logs and diagnostic tools, and the judgment to work through ambiguous, multi-step problems.

Success in this role looks like: efficient resolution of complex, brand-specific support issues; clear, actionable handoffs to engineering/QA and to the Universal Specialist when needed; identification of recurring issues and contribution to preventative fixes; strong coaching impact on Tier 1 staff.

Responsibilities

• Own escalated tickets from Tier 1 for 1-2 assigned brands, including configuration issues, data discrepancies, and non-standard troubleshooting
• Investigate, diagnose, and troubleshoot complex technical issues across the assigned application(s)
• Analyze application logs, error messages, and system behavior to identify root cause
• Use browser developer tools to inspect network activity, console errors, and performance issues
• Reproduce defects and clearly document findings for engineering and product teams
• Escalate to the Universal Specialist when an issue requires cross-brand or multi-divisional technical depth
• Mentor Tier 1 staff on troubleshooting technique and product knowledge
• Maintain and improve knowledge base content based on escalation patterns
• Handle PHI in accordance with HIPAA and internal data handling policies

Requirements

• Demonstrated troubleshooting ability with software platforms, including logs and edge cases
• Experience using browser developer tools (Chrome DevTools or similar)
• Ability to read and interpret application, server, or browser logs
• Strong communication skills with both technical and non-technical audiences
• Ability to learn and apply HIPAA and data handling requirements

Qualifications

• Background in QA or software testing
• Experience with bug tracking systems (Jira, Azure DevOps, or similar)
• Basic understanding of APIs and tools like Postman
• Exposure to SQL for data investigations
• Experience supporting SaaS or healthcare technology products

Skills

• A naturally curious and investigative mindset
• Strong attention to detail, with a focus on quality and accuracy
• Comfort working with ambiguity and incomplete information
• A proactive, self-driven approach with strong ownership of issues

Benefits

• Health Insurance: individual policy, employer/employee shared cost
• Teladoc: included in health insurance
• Flexible Spending Accounts: employee paid
• Disability Insurance: Short Term Disability-employer paid; Long Term Disability-employee paid
• Life Insurance: $50,000 employer paid, additional employee paid
• Accident Care: employee paid
• Critical Care: employee paid
• Dental Insurance: employee paid
• Vision Insurance: employee paid
• Legal & ID Shield: employee paid
• Pet Insurance: employee paid
• Paid Time Off (PTO
• 401k Retirement Plan: employee paid
• Employee Assistance Program (EAP): employer paid
• Paid Holidays

Pay

$55,000 - $65,000

Schedule

Full Time