Customer Support Tier II (Onsite)

Frontsteps, Inc.; Denver (CO); On-site; USD 36,000 - 46,000; Full time

Benefits offered by this job

Onsite parking

Medical, Dental, and Vision

Company-sponsored Life Insurance

Disability insurance

FSA/HSA

Paid Time Off

Sick Time

401k match

Job summary

FRONTSTEPS, the leader in HOA software, is seeking a highly motivated Customer Support Tier II - Caliber specialist to join our Denver, CO team. This on-site role focuses on diagnosing and resolving backend platform issues for customers using Caliber Accounting.

You will be the go-to resource, leveraging our knowledge base, documentation, and cross-functional teams to resolve problems quickly, document outcomes, and move on to the next challenge.

Qualifications

• 3–5 years in a SaaS customer service/support role.
• Experience supporting Accounting or Payments products is preferred.
• Strong writing and communication to explain technical information to non-technical customers.
• Basic SQL proficiency for data lookups and troubleshooting; this is a support role.
• Experience with CRM and case-tracking applications.

Responsibilities

• Respond to high-priority inquiries via phone, email, and chat, resolving backend issues.
• Gather data, analyze needs, research resolutions using documentation and knowledge base.
• Triage and escalate complex cases to engineering or product with thorough documentation.
• Perform data lookups using SQL to support resolution.
• Document bugs in tracking system (e.g., Visual Studio Team Services).
• Collaborate with partner vendors and cross-functional teams to resolve integration issues.
• Create and maintain internal and customer-facing training resources.
• Other duties as requested by management.

Skills

Troubleshooting

Escalation handling

CRM software usage

SQL basics

Customer service expertise

Tools

Visual Studio Team Services

Job description

POSITION OVERVIEW

FRONTSTEPS, the leader in HOA software, is seeking a highly motivated and tenacious Customer Support Tier II - Caliber specialist to join our team in Denver, CO. This is a career-track role for individuals who find genuine fulfillment in diagnosing and resolving backend platform functionality issues for our customers using our industry-leading Caliber Accounting platform.

The core of this role is not writing code, but masterful problem resolution. You will be the "go-to" resource responsible for resolving backend product issues by expertly leveraging our internal knowledge base, established documentation, and collaborative team resources. We are looking for individuals who view customer support as a competitive sport—solving the problem quickly, documenting the outcome thoroughly, and moving on to the next challenge.

Location: This is a full-time, in-office position based out of our Denver, CO headquarters.

ESSENTIAL FUNCTIONS & RESOLUTION FOCUS

• Promptly respond to and manage high-priority customer inquiries via phone, email, and chat platforms, focusing on resolving backend issues related to our accounting platform.
• Systematically address client issues by gathering data, analyzing needs, researching resolutions using established documentation and internal knowledge, and selecting and implementing the best solution.
• Triage, assign, and accurately **escalate** complex or unresolved cases to the appropriate engineering or product team members, providing flawless documentation of all troubleshooting steps.
• Perform necessary data lookups for troubleshooting backend product issues (including basic SQL usage) to support resolution and regulatory compliance.
• Submit detailed and accurate software bug documentation using our tracking system (e.g., Visual Studio Team Services ticket creation).
• Work closely with partner vendors and cross-functional teams to resolve integration issues and support the broader FRONTSTEPS product suite.
• Actively create, update, and maintain internal and customer-facing training documentation and knowledge resources.
• Other duties as requested by management.

ATTRIBUTES, SKILLS & CAREER MINDSET

This role is for individuals seeking a long-term career path in SaaS Customer Support.

Required Mindset

• Demonstrated competitive drive to quickly and thoroughly resolve complex customer issues rather than relying on others to fix the problem.
• Excellent troubleshooting skills, specifically the ability to diagnose, document, and reproduce complex issues using internal documentation and the knowledge base as primary tools.
• Ability to handle escalated cases with a high sense of urgency and relentless follow-through.
• Passionate about continual learning and staying current with product updates and industry trends.

Required Qualifications

• 3 - 5years in a Customer Service/Support setting for a Software-as-a-Service (SaaS) company. Prior experience supporting Accounting or Payments products is highly preferred.
• Ability to think globally about different interacting systems and provide creative solutions to problems within established processes.
• Strong writing skills and excellent phone etiquette to communicate complex technical information clearly to non-technical customers.
• Comfortable supporting software both remotely and directly. Basic SQL proficiency is required to perform data lookups and troubleshooting; however, this is a support role, not an engineering role.
• Demonstrated use of CRM and case tracking applications.

PAY RANGE & DESCRIPTION

This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and pays $26.45 - $33.66 per hour (the equivalent of $55,000 - $70,000 per year).

Benefits for Full Time roles include the following:

• 100% company paid onsite employee parking
• Medical, Dental, and Vision
• Company-sponsored Life Insurance
• Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
• FSA/HSA
• Paid Time Off
• Sick Time
• 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.