{"schemaVersion":"jobsearcher.job.v1","id":"a6279d84bfa286681fbf37eb","url":"https://jobsearcher.com/jobs/a6279d84bfa286681fbf37eb","canonicalUrl":"https://jobsearcher.com/jobs/a6279d84bfa286681fbf37eb","title":"Support Agent","description":"About Our ClientThe organization operates within the customer support and live operations space, focusing on resolving complex customer issues across digital platform services. It bridges front-line support with engineering and product teams to improve customer experience, service reliability, and operational performance.About the OpportunityThe Support Agent is a Tier 2 support role responsible for managing escalated customer issues that require deeper technical investigation and cross-functional coordination. This position plays a critical role in resolving complex problems, identifying recurring or systemic issues, and maintaining a high standard of customer service for advanced support cases.Responsibilities• Manage Tier 2 escalations involving technical and account-related issues.• Investigate and resolve issues across mobile, web, and backend systems.• Identify trends, recurring issues, and potential bugs and communicate findings to Product and Engineering teams.• Provide customers with clear, professional, and empathetic support.• Collaborate with Tier 1 agents to ensure smooth handoffs and consistent customer experiences.• Assist with updating support documentation and knowledge bases.• Track and manage tickets using support tools while meeting established service level agreements.• Provide feedback to improve support tools, workflows, processes, and the overall customer experience.Requirements• 2–4 years of experience in customer support, technical support, live operations, or a related field.• Experience handling escalations or working in a Tier 2 support environment.• Strong written and verbal communication skills, with an emphasis on clarity and empathy.• Strong problem-solving abilities and a proactive, solution-oriented approach.• Ability to manage multiple escalations calmly and effectively under pressure.• Familiarity with support and workflow tools such as Intercom, Zendesk, Jira, or Linear.• Experience in SaaS, EdTech, or consumer-facing products is a plus.Pay Range and Compensation Package• Base salary range: $69,000–$78,000 per year.• 100% employer-paid medical, dental, and vision insurance.• 75% dependent coverage.• 401(k) plan with employer matching.Benefits & Perks• Daily team dinner provided in the office.Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.","company":"Remotehunter","rawCompany":"remotehunter","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-25T11:10:30.768Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Support Agent","description":"About Our ClientThe organization operates within the customer support and live operations space, focusing on resolving complex customer issues across digital platform services. It bridges front-line support with engineering and product teams to improve customer experience, service reliability, and operational performance.About the OpportunityThe Support Agent is a Tier 2 support role responsible for managing escalated customer issues that require deeper technical investigation and cross-functional coordination. This position plays a critical role in resolving complex problems, identifying recurring or systemic issues, and maintaining a high standard of customer service for advanced support cases.Responsibilities• Manage Tier 2 escalations involving technical and account-related issues.• Investigate and resolve issues across mobile, web, and backend systems.• Identify trends, recurring issues, and potential bugs and communicate findings to Product and Engineering teams.• Provide customers with clear, professional, and empathetic support.• Collaborate with Tier 1 agents to ensure smooth handoffs and consistent customer experiences.• Assist with updating support documentation and knowledge bases.• Track and manage tickets using support tools while meeting established service level agreements.• Provide feedback to improve support tools, workflows, processes, and the overall customer experience.Requirements• 2–4 years of experience in customer support, technical support, live operations, or a related field.• Experience handling escalations or working in a Tier 2 support environment.• Strong written and verbal communication skills, with an emphasis on clarity and empathy.• Strong problem-solving abilities and a proactive, solution-oriented approach.• Ability to manage multiple escalations calmly and effectively under pressure.• Familiarity with support and workflow tools such as Intercom, Zendesk, Jira, or Linear.• Experience in SaaS, EdTech, or consumer-facing products is a plus.Pay Range and Compensation Package• Base salary range: $69,000–$78,000 per year.• 100% employer-paid medical, dental, and vision insurance.• 75% dependent coverage.• 401(k) plan with employer matching.Benefits & Perks• Daily team dinner provided in the office.Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.","datePosted":"2026-08-25T11:10:30.768Z","dateModified":"2026-08-25T11:10:30.768Z","hiringOrganization":{"@type":"Organization","name":"Remotehunter","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a6279d84bfa286681fbf37eb"},"url":"https://jobsearcher.com/jobs/a6279d84bfa286681fbf37eb"}}