INTERNAL POSTING - Tier 2 Support Representative at Campspot

, , United States -

Full Time

Start Date

Immediate

Expiry Date

02 May, 26

Salary

55000.0

Posted On

01 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Customer Education, Cross-Functional Collaboration, Critical Thinking, Problem-Solving, Triage, Prioritization, Organization, Attention to Detail, SQL, Bug Tracking, Documentation, Incident Response, Communication, Training Material Creation, Software Support

Industry

Software Development

Description

Role Overview The Tier 2 Software Support Agent plays a critical role in resolving Campspot customers’ most technical and complex support needs. This role blends advanced technical troubleshooting, customer education, and cross-functional collaboration. You’ll be expected to quickly assess whether incoming issues are true software defects or customer training gaps, and to drive appropriate resolution paths. An effective Tier 2 agent works closely with Engineering, Product, and the broader Support team to ensure timely issue resolution, clear communication, and visibility into system-wide bugs and emergent issues. Key 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 (with intended/expected behavior guidance sourced from Product and Engineering) Support incident response and urgent issues as needed Utilize internal tools to investigate issues, document findings, and track progress Tools & Systems Working knowledge of some or all of the following is expected or will be developed in the role: PagerDuty Pendo Jira Trello DataGrip (or similar database tools) SQL Syntax Required Qualifications 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 Preferred / Nice-to-Have Skills Basic SQL experience Accounting, bookkeeping, or advanced analytical skills Experience working closely with Engineering or Product teams Prior level 2 support experience Compensation and Benefits: Anticipated starting base salary: $55k 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!

Responsibilities

The Tier 2 Support Representative serves as an escalation point for complex customer support cases and collaborates with Engineering and Product teams to resolve issues. They are responsible for maintaining visibility into open defects and creating training materials for the Support team.