Support agent

About the Role

We’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 Responsibilities

• Own Tier 2 support escalations, including complex technical or account-related issues
• Investigate, troubleshoot, and resolve problems across mobile, web, and backend systems
• Identify trends or recurring bugs and flag them to Product & Engineering teams
• Provide clear, professional, and empathetic written responses to customers
• Collaborate with Tier 1 agents to ensure efficient handoffs and consistent support
• Assist with documentation and knowledge base improvements based on common issues
• Track tickets in tools like Intercom and Linear and ensure SLAs are met
• Provide feedback to improve tools, workflows, and the overall support experience

What We’re Looking For

• 2-4 years of experience in customer support, technical support, or live ops
• Experience handling escalations or working in a Tier 2 or similar support role
• Excellent communication skills (written and verbal) with a focus on clarity and empathy
• Strong problem-solving abilities and a proactive, solutions-oriented mindset
• Ability to stay calm under pressure and manage multiple escalations at once
• Familiarity with support tools (Intercom, Zendesk, Jira, Linear, etc)
• Bonus: Experience supporting a SaaS, EdTech, or consumer-facing product

What We Offer

$69,000 - $78,000 Base Salary

• 100% employer paid Medical, Dental, and Vision Insurance
• 75% dependent coverage
• 401(k) with employer matching
• Daily team dinner provided in-office
• A high-growth, mission-driven team focused on transforming how students learn