Remote Tier 2 Support Specialist - SaaS Escalations

CrewBloom; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

CrewBloom is hiring a Tier 2 Customer Support Specialist to act as the escalation point for a SaaS facilities management platform. You will partner with Customer Success, Product, and Engineering to troubleshoot complex problems, document bugs, and improve support content. This full-time, remote role follows U.S.

Pacific business hours (Mon–Fri). You will own escalations, diagnose issues across orders, permissions, locations, and integrations, and help maintain high CSAT while contributing to

Qualifications

• 2+ years in a technical customer support role, with at least 1 year handling Tier 2 or escalated issues.
• B2B SaaS support experience preferred.
• Able to troubleshoot independently and explain technical issues in plain language.
• Hands-on with support and ticketing tools (Intercom, Zendesk, Freshdesk) and Jira for bug tracking.
• Excellent written and spoken English; comfortable on live calls with U.S. customers.

Responsibilities

• Own escalated tickets from Tier 1 via email, chat, and phone, and communicate with customers until closed.
• Diagnose complex issues across work orders, user permissions, locations and assets, vendor assignments, invoicing, and integrations.
• Reproduce problems and identify root cause.
• Write clear, reproducible Jira tickets for Engineering with steps, screenshots, impacted accounts, and business impact.
• Track bugs through resolution and update customers.
• Perform account configuration changes, bulk data updates, and user or location setup requests accurately and within SLA.
• Support and coach Tier 1 teammates by sharing solutions and reviewing tricky tickets.
• Create and update help articles, FAQs, how-to guides, and internal troubleshooting playbooks.
• Identify ticket trends and share insights with Customer Success, Product, and Engineering.
• Meet response and resolution targets while keeping CSAT high and ticket notes complete.

Skills

Technical support

Tier 2 support

SaaS support

Troubleshooting

English fluency

Tools

Intercom

Zendesk

Freshdesk

Jira

Job description

CrewBloom is hiring a Tier 2 Customer Support Specialist to act as the escalation point for a SaaS facilities management platform. You will partner with Customer Success, Product, and Engineering to troubleshoot complex problems, document bugs, and improve support content. This full-time, remote role follows U.S.

Pacific business hours (Mon–Fri). You will own escalations, diagnose issues across orders, permissions, locations, and integrations, and help maintain high CSAT while contributing to