Tier 2 Support Representative
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Job Description
Tier 2 Support Representative resolving complex technical support issues for Campspot customers. Collaborating with Engineering and Product teams to ensure effective resolutions and customer satisfaction.
Responsibilities:
- Serve as an escalation point for complex or technical customer support cases
- Triage inbound issues and determine root cause (software bug vs. configuration or training issue)
- Collaborate with Engineering and Product teams to report, track, and validate bugs
- Provide clear, timely status updates to customers and internal stakeholders
- Maintain visibility into open defects and emergent system issues
- Create and deliver training materials and documentation for the Support team
- Support incident response and urgent issues as needed
- Utilize internal tools to investigate issues, document findings, and track progress
Requirements:
- Proven reliability and strong sense of ownership
- Self-motivated with the ability to work independently
- High standard for quality customer service
- Strong critical thinking and problem-solving skills
- Ability to triage, prioritize, and manage multiple issues simultaneously
- Highly organized with strong attention to detail
- Prior or current experience as a Campspot Software Support Specialist
- Basic SQL experience (preferred)
- Accounting, bookkeeping, or advanced analytical skills (preferred)
- Experience working closely with Engineering or Product teams (preferred)
- Prior level 2 support experience (preferred)
Benefits:
- Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates
- 401(k) plan with employer match
- Flexible and casual work environment
- Employee camping credit to encourage getting outdoors and experiencing our product!
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