Software Support Specialist - Tier 2

About the role

Join our growing team as a Software Support Specialist - Tier 2. At Track, we merge extensive industry knowledge with pioneering technology and a customer-obsessed mindset to empower property managers.

Responsibilities

• Own escalated issues from Tier I, providing advanced troubleshooting and end-to-end resolution
• Diagnose complex problems across product functionality, configurations, and integrations
• Reproduce bugs consistently, document findings clearly, and drive escalations to Product and Engineering
• Partner with Product and Engineering teams to prioritize and resolve defects, ensuring visibility and follow-through
• Serve as a Subject Matter Expert (SME) for specific areas of the product, becoming the go-to resource for those domains
• Manage and drive escalated tickets to resolution, maintaining high-quality documentation and clear customer communication
• Create and maintain internal documentation, playbooks, and troubleshooting guides to improve team efficiency
• Mentor Tier I team members, providing guidance on troubleshooting, ticket quality, and customer communication
• Support onboarding and ongoing development of Tier I through shadowing, coaching, and knowledge sharing
• Continuously expand technical knowledge of the platform, integrations, and systems

Requirements

• 2–4 years of experience in technical support, including experience operating at a Tier II level within a SaaS or technology-driven environment
• Advanced troubleshooting skills with the ability to break down complex problems and drive resolution
• Experience reproducing bugs, documenting issues, and working with Product/Engineering on escalations
• Ability to think critically, ask the right questions, and connect symptoms to root causes
• Strong written and verbal communication skills, especially when translating technical concepts for customers
• 1+ year of experience working with APIs, integrations, or system configurations preferred
• Ability to manage multiple escalations while maintaining quality and urgency
• Proven ability to mentor or support the development of other team members
• Ownership mindset with a focus on outcomes, not just handoffs
• Comfort using AI tools (ChatGPT, Claude, Copilot, etc.) to accelerate research, draft documentation, or assist with troubleshooting workflows
• Ability to evaluate AI-generated output critically and know when to escalate vs. when to rely on it

Preferred Qualifications

• Experience troubleshooting short-term rental platforms, property management systems (PMS), or hospitality technology preferred
• Familiarity with channel managers, OTA integrations (Airbnb, VRBO, Booking.com), or rate/availability management tools
• Working knowledge of web technologies including HTML, CSS, browser developer tools, DNS, SSL certificates, and hosting concepts
• Experience diagnosing website or platform performance issues, including integration conflicts and configuration errors

Growth & Impact

Tier II is a high-impact role within the organization. Success here leads to opportunities to grow into: -Tier III / Advanced Technical Support -Product or Engineering-adjacent roles -Support leadership

Pay

The expected starting base salary range for this role is $25.96–$31.25 per hour, plus eligibility for a 10% annual incentive tied to company performance.

Benefits

• Full medical, dental, and vision coverage
• Flexible Paid Time Off
• Unlimited access to professional training and development
• Health Savings Account with up to a $2,000 annual match
• Up to $900 in annual Wellness Rewards
• Flexible work environment
• Free life insurance and long-term disability coverage
• Flexible Spending Accounts
• Retirement plan with employer match
• $150 quarterly gift for personal use
• Competitive wages

Application

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