Tier 2 Support Specialist — SQL-Savvy, Data-Driven

RollKall; Irving (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Healthcare benefits

Parental leave

401(k) plan

Paid holidays

Sick leave

Job summary

RollKall is seeking a Tier 2 Customer Support Specialist to join our Customer Support team. This role handles inbound calls, emails, and day-to-day platform support, with added responsibilities in SQL data adjustments and Jira issue tracking.

You’ll work closely with engineers and management, triaging complex issues, documenting resolutions, and communicating clearly with customers in fast-paced environments.

Qualifications

• 3+ years of customer support experience, preferably in a SaaS, technical, or platform-based environment, with at least 1 year operating at an escalated or Tier 2 level.
• Working knowledge of SQL — comfortable writing queries to investigate issues and making basic, guided data-level adjustments.
• Experience using Jira or a similar ticketing tool for ongoing, lifecycle-level issue tracking (not just logging at escalation).
• Strong technical troubleshooting skills across workflows, billing, authentication, scheduling, and user access.

Responsibilities

• Handle the full range of day-to-day support work — inbound calls and emails, account and workflow support, job postings, invoice/payment review, and verification monitoring — as the baseline for this role.
• Serve as the next level of triage above Tier 1: take on issues that couldn't be resolved at that level, dig into the root cause, and work to close them out before they need to go to engineering.
• Navigate and query our SQL database to investigate data issues, pull records, and identify the root cause when platform tools alone don't give enough visibility.
• Make basic, guided data-level adjustments in SQL where appropriate under established guardrails.
• Log and continuously track issues in Jira through their full lifecycle — not just at initial escalation — keeping status accurate so engineering and leadership always know where things stand.
• Maintain ongoing, direct communication with engineers on open issues, providing the context and detail needed to keep tickets moving efficiently.
• Keep Management informed on trends, blockers, and recurring issues.
• Document resolutions and workarounds clearly to reduce repeat escalations and support knowledge base accuracy.
• Exercise sound judgment on what can be resolved independently versus what genuinely needs engineering, protecting engineering's time for issues that truly require it.
• Communicate clearly, calmly, and professionally with customers and internal teams, including during critical or time-sensitive situations.

Skills

SQL

Jira

Customer support

Communication

Troubleshooting

Independent worker

Tools

Salesforce

Zendesk

Slack

Google Workspace

Job description

RollKall is seeking a Tier 2 Customer Support Specialist to join our Customer Support team. This role handles inbound calls, emails, and day-to-day platform support, with added responsibilities in SQL data adjustments and Jira issue tracking.

You’ll work closely with engineers and management, triaging complex issues, documenting resolutions, and communicating clearly with customers in fast-paced environments.