Customer Support Specialist - Tier II

We are hiring a Tier 2 Customer Support Specialist to serve as the escalation point for a support team supporting a SaaS facilities management platform. The platform is used by multi-location brands and their service vendors to manage work orders, assets, preventive maintenance, and invoicing. You will take on issues Tier 1 cannot resolve, dig into root cause, and get customers back to working order. You will partner closely with Customer Success, Product, and Engineering to troubleshoot complex problems, document bugs clearly, and turn recurring issues into better help content and product fixes. This is a full-time, remote role working U.S. Pacific business hours, Monday to Friday. Key Responsibilities - Own escalated tickets from Tier 1 via email, chat, and phone, and communicate with customers until closed - Diagnose complex issues across work orders, user permissions, locations and assets, vendor assignments, invoicing, and integrations - Reproduce problems and identify root cause - Write clear, reproducible Jira tickets for Engineering with steps, screenshots, impacted accounts, and business impact - Track bugs through resolution and update customers - Perform account configuration changes, bulk data updates, and user or location setup requests accurately and within SLA - Support and coach Tier 1 teammates by sharing solutions and reviewing tricky tickets - Create and update help articles, FAQs, how-to guides, and internal troubleshooting playbooks - Identify ticket trends and share insights with Customer Success, Product, and Engineering - Meet response and resolution targets while keeping CSAT high and ticket notes complete Requirements - 2+ years in a technical customer support role, with at least 1 year handling Tier 2 or escalated issues - B2B SaaS support experience (preferred) - Proven ability to troubleshoot independently and explain technical issues in plain language - Hands-on experience with support and ticketing tools such as Intercom, Zendesk, or Freshdesk, plus Jira for bug tracking - Excellent written and spoken English; comfortable on live calls with U.S. customers - Strong working knowledge of Excel or Google Sheets (filters, lookups, cleaning data for bulk uploads) - Highly organized and detail-oriented, able to manage a queue of open escalations without things slipping - Calm under pressure, customer-first, and proactive about following through - Experience supporting facilities management, CMMS, field service, or property management software (preferred) - Familiarity with vendor/service provider workflows such as dispatching, invoicing, and work order completion (preferred) - Basic SQL, API, or integration troubleshooting experience (preferred) - Experience writing knowledge base articles or recording short how-to videos (preferred) - Reliable high-speed internet, a quiet workspace, and a backup power/internet option