Customer Support Specialist II (Tier 2)

RollKall, LLC.; Irving (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Employee Assistance Program

Maternity and parental leave

401(k) plan

Paid sick time, vacation, and holidays

Job summary

RollKall is seeking a Tier 2 Customer Support Specialist to join our hybrid team in Irving, TX. You will handle escalated issues, perform SQL queries, and coordinate with engineering to resolve complex problems while maintaining proactive customer communication.

Ideal candidates have extensive SaaS support experience, strong SQL skills, and a proven ability to resolve issues independently. This role emphasizes data-driven troubleshooting, documentation, and knowledge-base improvements.

Qualifications

• 3+ years of customer support experience, preferably in SaaS/technical environments, including at least 1 year in escalated Tier 2.
• Working knowledge of SQL, including writing queries and data-level adjustments.
• Experience using Jira or similar ticketing systems to track issues through full lifecycle.
• Strong ability to resolve technical issues independently and reduce engineering escalations.
• Excellent verbal and written communication with engineers and customers.
• Proven ability to work independently in a fast-paced environment.

Responsibilities

• Handle day-to-day support including inbound calls and emails, account/workflow support, job postings, payments review, and verification monitoring.
• Take ownership of unresolved Tier 1 issues, investigate root causes, and resolve before escalating to engineering.
• Query SQL to investigate data issues, pull records, and identify root causes when tools lack visibility.
• Make basic data-level adjustments in SQL within guardrails.
• Use AI tools to speed troubleshooting, draft documentation, and identify recurring patterns.
• Log and track issues in Jira through full lifecycle with up-to-date status.
• Maintain ongoing communication with engineers and management on open issues.
• Document resolutions to reduce repeat escalations and improve KB accuracy.
• Determine when issues can be resolved independently and when engineering is needed.
• Communicate clearly with customers and internal teams, calmly handling time-sensitive situations.

Skills

SQL

Jira

Customer support

Troubleshooting

Communication

AI tools

Independent work

Attention to detail

SaaS

Tools

Salesforce

Zendesk

Slack

Google Workspace

Jira

SQL

AI tools

Job description

Customer Support Specialist II (Tier 2)

Service & Support | Irving, TX
Hybrid (Irving, Texas, US)
Reports to: Customer Support Manager

RollKall was founded by a retired police officer with one goal in mind: help public safety professionals—police, firefighters, EMTs—connect with their communities through something called off-duty work. These are extra-duty jobs that enhance local safety while putting some extra cash in first responders’ pockets.
We built the platform that makes it easy, efficient, and trusted—for departments, officers, and the organizations that need them.

JOB SUMMARY

RollKall is seeking a Tier 2 Customer Support Specialist to join our Customer Support team. This role covers the full scope of Tier 1 responsibilities, including independently handling inbound calls, emails, and day-to-day platform support, plus added technical depth: querying and making basic adjustments in our SQL database, tracking open issues in Jira, and maintaining ongoing communication with engineering and management. The ideal candidate brings a Tier 2 mindset: they independently work through issues Tier 1 cannot resolve, close out as much as possible before involving engineering, and clearly track and communicate anything that remains open.

WHAT YOU’LL BE DOING

• Handle the full range of day-to-day support, including inbound calls and emails, account and workflow support, job postings, invoice and payment review, and verification monitoring.
• Serve as the next level of triage above Tier 1 by taking ownership of unresolved issues, investigating root causes, and resolving them before escalating to engineering.
• Query the SQL database to investigate data issues, pull records, and identify root causes when platform tools don't provide enough visibility.
• Make basic, guided data-level adjustments in SQL where appropriate, within established guardrails.
• Use AI tools to accelerate troubleshooting, draft and refine documentation, and identify patterns across recurring issues.
• Log and track issues in Jira throughout their full lifecycle, keeping status current so engineering and leadership have accurate visibility at all times.
• Maintain direct, ongoing communication with engineers on open issues, providing the context and detail needed to move tickets forward efficiently.
• Keep management informed of trends, blockers, and recurring issues.
• Document resolutions and workarounds clearly to reduce repeat escalations and maintain knowledge base accuracy.
• Use sound judgment to determine what can be resolved independently and what requires engineering, ensuring engineering time is reserved for issues that truly need it.
• Communicate clearly, calmly, and professionally with customers and internal teams, including during critical or time-sensitive situations.

TOOLS & TECHNOLOGIES

Salesforce, Zendesk, Slack, Google Workspace, Jira, SQL (queries and basic data adjustments), AI tools (e.g., Claude, ChatGPT, Copilot), and reporting and financial systems.

QUALIFICATIONS

• 3+ years of customer support experience, preferably in a SaaS, technical, or platform-based environment, including at least 1 year in an escalated or Tier 2 role.
• Working knowledge of SQL, including writing queries to investigate issues and making basic, guided data-level adjustments.
• Experience using Jira or a similar ticketing system to track issues through their full lifecycle, beyond initial escalation.
• Demonstrated ability to reduce reliance on engineering by resolving technical issues independently whenever possible.
• Strong technical troubleshooting skills across workflows, billing, authentication, scheduling, and user access.
• Excellent verbal and written communication skills, including the ability to communicate directly and regularly with engineers.
• Proven ability to work independently, prioritize effectively, and make sound decisions in a fast-paced environment.
• Proven, everyday use of AI tools (e.g., Claude, ChatGPT, Copilot) to speed up troubleshooting, strengthen documentation, and improve support workflows. Working alongside AI is part of the job at RollKall.
• Strong attention to detail in a high-volume environment.
• Customer-first mindset with empathy, professionalism, and a bias toward proactive resolution.
• Ability to quickly learn proprietary platforms, tools, and operational workflows.

CULTURAL FIT

• One Team (people first, trust each other, care, diversity and inclusion)
• Servant Leadership (do the right thing, question authority)
• Humbition (humility, ambition, think big, and have empathy for our users)
• Deliver Results (bias for action, innovate, embrace change)

COMPENSATION, BENEFITS & SCHEDULE

The RollKall office serves as our hub for innovation, creative thinking, and idea sharing. Employees are required to work in the office three days per week unless an alternative arrangement has been approved. This is a daytime position, Monday through Friday.

In addition to a competitive salary and bonus structure, you’ll be eligible for the following benefits:

• Healthcare (medical, dental, vision, prescription drug coverage, FSA/HSA, and Teladoc services)
• Employee Assistance Program
• Maternity and parental leave
• 401(k) plan for eligible employees
• Paid sick time, vacation, and holidays

RollKall Technologies is committed to a diverse and inclusive workplace. RollKall is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.