Tier 2 Support Specialist: SQL & SaaS

RollKall Technologies, LLC; Irving (TX); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Maternity and Parental Leave

401(k) Plan

Sick, Vacation time, and Paid Holidays

Job summary

RollKall Technologies, LLC is seeking a Tier 2 Customer Support Specialist to join our Customer Support team in a fast-paced SaaS environment. This role covers Tier 1 duties and adds SQL data tasks, Jira lifecycle management, and ongoing communication with engineering.

You will handle calls and emails, perform root-cause analysis, and document solutions to improve the knowledge base while coordinating with management on trends and blockers.

Qualifications

• 3+ years of customer support experience, preferably in SaaS/tech.
• SQL knowledge—write queries and data-level adjustments.
• Experience with Jira or similar ticketing tools for lifecycle tracking.
• Ability to resolve issues independently to reduce engineering reliance.
• Strong troubleshooting across workflows, billing, authentication, scheduling, and access.
• Excellent verbal and written communication, including with engineers.
• Proven ability to work independently in a fast-paced environment.
• Nice to have: experience with AI tools to support troubleshooting and docs.

Responsibilities

• Handle inbound calls, emails, and routine platform support as the baseline.
• Triage and resolve Tier 2 issues, digging to root cause before engineering involvement.
• Query SQL database to investigate data issues and pull records.
• Make guided data adjustments in SQL within guardrails.
• Log and track issues in Jira through full lifecycle with accurate status.
• Communicate with engineers to keep tickets moving efficiently.
• Inform Management on trends, blockers, and recurring issues.
• Document resolutions and workarounds to reduce repeats.

Skills

Customer support

SQL basics

Troubleshooting

Communication

Independent worker

Tools

SQL

Jira

Salesforce

Zendesk

Slack

Google Workspace

Job description

RollKall Technologies, LLC is seeking a Tier 2 Customer Support Specialist to join our Customer Support team in a fast-paced SaaS environment. This role covers Tier 1 duties and adds SQL data tasks, Jira lifecycle management, and ongoing communication with engineering.

You will handle calls and emails, perform root-cause analysis, and document solutions to improve the knowledge base while coordinating with management on trends and blockers.