Senior Tier 2 Support Lead - Hybrid Chicago

Goose; Chicago (IL); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Equity

Flexible PTO

Company holidays

Professional development

Job summary

Goose is hiring a Chicago-based Senior Product Support Specialist to own Tier 2 escalations, reproduce bugs with engineering, and lead the offshore support team. You will contribute to playbooks, help center content, and collaborate across teams for a smoother customer experience.

You will work hybrid in Chicago, with weekend on-call rotations and a base salary in a 70k–80k range plus equity. Strong communication and process-building are essential.

Qualifications

• 2+ years in B2B SaaS support with Tier 2 or escalation experience.
• Experience leading or QA-ing a support team, including offshore or distributed teams.
• Hands-on with Intercom, HubSpot or Zendesk; knowledge of Jira for bug logging.
• Strong troubleshooting; can reproduce issues and fix root causes.
• Clear, warm written and verbal communication; explain fixes to non-technical owners.

Responsibilities

• Own Tier 2 escalations and manage cases from offshore Tier 1.
• Collaborate with engineering to reproduce bugs and log in Jira.
• Prevent at-risk accounts by coordinating with Account Managers.
• Create Tier 2 playbooks and document resolutions.
• Contribute to AI and help center by turning cases into articles.
• Train offshore team for repeatable Tier 2 work; participate in weekend on-call.
• Coordinate cross-time-zone handoffs and monitor queue health.
• Surface recurring issues to leadership and work with cross-team needs.

Skills

B2B SaaS support

Tier 2 escalation

Troubleshooting

Written and verbal communication

Cross-functional collaboration

Tools

Intercom

HubSpot

Zendesk

Jira

Job description

Goose is hiring a Chicago-based Senior Product Support Specialist to own Tier 2 escalations, reproduce bugs with engineering, and lead the offshore support team. You will contribute to playbooks, help center content, and collaborate across teams for a smoother customer experience.

You will work hybrid in Chicago, with weekend on-call rotations and a base salary in a 70k–80k range plus equity. Strong communication and process-building are essential.