Job Description

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