Support Agent

Job description

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 What We’re Looking For 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 What We Offer $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 About Studyfetch StudyFetch is a technology company building AI-native learning products: StudyFetch for students and Honen for workforce training. Together, they connect education with real-world readiness across every stage of learning.