Tier 2 Customer Support Specialist

JOB SUMMARY

RollKall is seeking a Tier 2 Customer Support Specialist to join our Customer Support team. This role covers the full scope of Tier 1 work — handling inbound calls, emails, and day-to-day platform support independently — plus a next layer of technical depth: navigating and making basic adjustments in our SQL database, maintaining consistent tracking of open issues in Jira, and staying in ongoing communication with engineering and Management.

WHAT YOU'LL BE DOING

• Handle the full range of day-to-day support work — inbound calls and emails, account and workflow support, job postings, invoice/payment review, and verification monitoring — as the baseline for this role.
• Serve as the next level of triage above Tier 1: take on issues that couldn't be resolved at that level, dig into the root cause, and work to close them out before they need to go to engineering.
• Navigate and query our SQL database to investigate data issues, pull records, and identify the root cause when platform tools alone don't give enough visibility.
• Make basic, guided data-level adjustments in SQL where appropriate under established guardrails.
• Log and continuously track issues in Jira through their full lifecycle — not just at initial escalation — keeping status accurate so engineering and leadership always know where things stand.
• Maintain ongoing, direct communication with engineers on open issues, providing the context and detail needed to keep tickets moving efficiently.
• Keep Management informed on trends, blockers, and recurring issues.
• Document resolutions and workarounds clearly to reduce repeat escalations and support knowledge base accuracy.
• Exercise sound judgment on what can be resolved independently versus what genuinely needs engineering, protecting engineering's time for issues that truly require it.
• Communicate clearly, calmly, and professionally with customers and internal teams, including during critical or time-sensitive situations.

TOOLS & TECHNOLOGIES

• Salesforce
• Zendesk
• Slack
• Google Workspace
• Jira
• SQL (query and basic data adjustments)
• reporting and financial systems

QUALIFICATIONS

• 3+ years of customer support experience, preferably in a SaaS, technical, or platform-based environment, with at least 1 year operating at an escalated or Tier 2 level.
• Working knowledge of SQL — comfortable writing queries to investigate issues and making basic, guided data-level adjustments.
• Experience using Jira or a similar ticketing tool for ongoing, lifecycle-level issue tracking (not just logging at escalation).
• Demonstrated ability to reduce reliance on engineering by resolving technical issues independently wherever possible.
• Strong technical troubleshooting skills across workflows, billing, authentication, scheduling, and user access.
• Excellent verbal and written communication skills, including comfort communicating directly and regularly with engineers.
• Proven ability to work independently, prioritize effectively, and make sound decisions in a fast-paced environment.
• Strong attention to detail in high-volume environments.
• Customer-first mindset with empathy, professionalism, and a bias toward proactive resolution.
• Ability to quickly learn proprietary platforms, tools, and operational workflows.
• Nice to have: experience using AI tools (e.g., Claude, ChatGPT, Copilot) to support troubleshooting, documentation, or day-to-day workflow efficiency — RollKall is an AI-forward company and values comfort working alongside AI tooling.

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).

COMPENSATION, BENEFITS & SCHEDULE

• The RollKall office serves as the hub for innovation, creative thinking, and idea sharing. As such, RollKall employees are required to work in the office three days each week unless they have been officially authorized to work in a different capacity.
• Along with a competitive salary and bonus structure, you'll be eligible for the following benefits:
• Healthcare (medical, dental, vision, prescription drugs, FSA/HSA & Teladoc services)
• Employee Assistance Program
• Maternity and Parental Leave
• 401(k) Plan for eligible members
• Sick, Vacation time, and Paid Holidays

CULTURAL VALUES

• 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).