Support Agent

About StudyfetchStudyFetch is a technology company building AI-native learning products: StudyFetch for students and Honen for workforce training. Together, they connect education with real-world readiness across every stage of learning.About The RoleWe’re looking for an empathetic and detail-oriented Tier 2 Support Agent to join our Live Ops team and handle escalated customer issues across our platform. In this role, you’ll act as a bridge between front-line support and engineering/product teams, resolving complex cases, identifying patterns, and ensuring high-touch support for issues that require deeper investigation or prioritization.Key ResponsibilitiesOwn Tier 2 support escalations, including complex technical or account-related issuesInvestigate, troubleshoot, and resolve problems across mobile, web, and backend systemsIdentify trends or recurring bugs and flag them to Product & Engineering teamsProvide clear, professional, and empathetic written responses to customersCollaborate with Tier 1 agents to ensure efficient handoffs and consistent supportAssist with documentation and knowledge base improvements based on common issuesTrack tickets in tools like Intercom and Linear and ensure SLAs are metProvide feedback to improve tools, workflows, and the overall support experienceWhat We’re Looking For2-4 years of experience in customer support, technical support, or live opsExperience handling escalations or working in a Tier 2 or similar support roleExcellent communication skills (written and verbal) with a focus on clarity and empathyStrong problem-solving abilities and a proactive, solutions-oriented mindsetAbility to stay calm under pressure and manage multiple escalations at onceFamiliarity with support tools (Intercom, Zendesk, Jira, Linear, etc)Bonus: Experience supporting a SaaS, EdTech, or consumer-facing productWhat We Offer$69,000 - $78,000 Base Salary 100% employer paid Medical, Dental, and Vision Insurance75% dependent coverage401(k) with employer matchingDaily team dinner provided in-officeA high-growth, mission-driven team focused on transforming how students learn