INTERNAL POSTING - Tier 2 Support Representative

Campspot

4h

About The Position

The Tier 2 Software Support Agent plays a critical role in resolving Campspot customers’ most technical and complex support needs. This role blends advanced technical troubleshooting, customer education, and cross-functional collaboration. You’ll be expected to quickly assess whether incoming issues are true software defects or customer training gaps, and to drive appropriate resolution paths.
An effective Tier 2 agent works closely with Engineering, Product, and the broader Support team to ensure timely issue resolution, clear communication, and visibility into system-wide bugs and emergent issues.

Requirements

• Proven reliability and strong sense of ownership
• Self-motivated with the ability to work independently
• High standard for quality customer service
• Strong critical thinking and problem-solving skills
• Ability to triage, prioritize, and manage multiple issues simultaneously
• Highly organized with strong attention to detail
• Prior or current experience as a Campspot Software Support Specialist

Nice To Haves

• Basic SQL experience
• Accounting, bookkeeping, or advanced analytical skills
• Experience working closely with Engineering or Product teams
• Prior level 2 support experience

Responsibilities

• Serve as an escalation point for complex or technical customer support cases
• Triage inbound issues and determine root cause (software bug vs. configuration or training issue)
• Collaborate with Engineering and Product teams to report, track, and validate bugs
• Provide clear, timely status updates to customers and internal stakeholders
• Maintain visibility into open defects and emergent system issues
• Create and deliver training materials and documentation for the Support team (with intended/expected behavior guidance sourced from Product and Engineering)
• Support incident response and urgent issues as needed
• Utilize internal tools to investigate issues, document findings, and track progress

Benefits

• Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates
• 401(k) plan with employer match
• Flexible and casual work environment
• Employee camping credit to encourage getting outdoors and experiencing our product!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed