More jobs:
Support Agent
Job in
Northern, Floyd County, Kentucky, USA
Listed on 2026-09-08
Listing for:
Jobless
Full Time
position Listed on 2026-09-08
Job specializations:
-
IT/Tech
HelpDesk/Support, Technical Support, IT Support
Job Description & How to Apply Below
About the Role
We're looking for an empathetic and detail-oriented Tier 2 Support Agent to join our Live Ops team and handle escalated customer issues across our platform. In this role, you'll act as a bridge between front-line support and engineering/product teams, resolving complex cases, identifying patterns, and ensuring high-touch support for issues that require deeper investigation or prioritization.
Key Responsibilities- Own Tier 2 support escalations, including complex technical or account-related issues
- Investigate, troubleshoot, and resolve problems across mobile, web, and backend systems
- Identify trends or recurring bugs and flag them to Product & Engineering teams
- Provide clear, professional, and empathetic written responses to customers
- Collaborate with Tier 1 agents to ensure efficient handoffs and consistent support
- Assist with documentation and knowledge base improvements based on common issues
- Track tickets in tools like Intercom and Linear and ensure SLAs are met
- Provide feedback to improve tools, workflows, and the overall support experience
- 2-4 years of experience in customer support, technical support, or live ops
- Experience handling escalations or working in a Tier 2 or similar support role
- Excellent communication skills (written and verbal) with a focus on clarity and empathy
- Strong problem-solving abilities and a proactive, solutions-oriented mindset
- Ability to stay calm under pressure and manage multiple escalations at once
- Familiarity with support tools (Intercom, Zendesk, Jira, Linear, etc)
- Bonus:
Experience supporting a SaaS, EdTech, or consumer-facing product
- $69,000 - $78,000 Base Salary
- 100% employer paid Medical, Dental, and Vision Insurance
- 75% dependent coverage
- 401(k) with employer matching
- Daily team dinner provided in-office
- A high-growth, mission-driven team focused on transforming how students learn
Study Fetch is a technology company building AI-native learning products:
Study Fetch for students and Honen for workforce training. Together, they connect education with real-world readiness across every stage of learning.
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×