Tier 2 Escalations Specialist - Hybrid Chicago

Goose; Chicago (IL); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Equity eligibility

Flexible PTO

Professional growth

Job summary

Goose is seeking a Chicago-based Product Support Specialist (Onshore) to own Tier 2 escalations for our pet-services platform. You’ll work with the offshore Tier 1 team and a second Tier 2 specialist as the team’s working lead, solving problems end-to-end and elevating where needed.

You’ll reproduce bugs, log them in Jira, build Tier 2 playbooks, contribute to the AI help center, and help grow the offshore team starting mid-2027. Weekend on-call rotates.

Qualifications

• 2+ years in B2B SaaS support, including Tier 2 or escalation work.
• Hands-on experience with a help desk such as Intercom, HubSpot or Zendesk.
• Strong troubleshooting: reproducing issues, reading account settings and data, and fixing root causes.
• Experience working with engineering on bugs, ideally logging issues in Jira or a similar tracker.
• Clear, warm written and verbal communication, including explaining technical fixes to non-technical business owners.
• Strong organization and the ability to juggle many open issues in a fast-paced startup.
• Able to work hybrid in Chicago three days a week, plus your assigned shift and the weekend on-call rotation.

Responsibilities

• Own Tier 2 escalations.
• Be the link to engineering.
• Protect at-risk accounts.
• Build the Tier 2 playbooks.
• Feed AI and the help center.
• Grow the offshore team.
• Cover weekends on rotation.
• Hand off across time zones.
• Surface patterns.

Skills

B2B SaaS support

Tier 2 escalation

Help desk tools

Troubleshooting

Bug logging Jira

Communication

Organization

Hybrid Chicago work

Tools

Intercom

HubSpot

Zendesk

Job description

Goose is seeking a Chicago-based Product Support Specialist (Onshore) to own Tier 2 escalations for our pet-services platform. You’ll work with the offshore Tier 1 team and a second Tier 2 specialist as the team’s working lead, solving problems end-to-end and elevating where needed.

You’ll reproduce bugs, log them in Jira, build Tier 2 playbooks, contribute to the AI help center, and help grow the offshore team starting mid-2027. Weekend on-call rotates.