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Tier 2 Customer Support Jobs (NOW HIRING)

DecisionPoint | Cortek

Tier 2 Customer Support Specialist

$18.50 - $24.75/hr

The Tier 2 Customer Support Specialist supports troubleshooting of MC&FP web tools such as product catalogs, checklists, interactive forms, SSO authentication flows, search functions, and other ...

ParentSquare

Customer Support Agent, Tier 2

$27 - $29/hr

A Tier 2 ParentSquare Customer Support Agent has advanced technical troubleshooting skills, customer service excellence, and deep empathy in their DNA. You are a true champion for our customers-from ...

SofTec Solutions

Tier II Support

Englewood, CO · On-site

Outstanding Customer Service skills * Experience with iOS, Mac and Cisco Voice and Service Now are ... who stop by the Tier II Support area and need help. Exceptional Customer skills are a must.

Kikoff

Customer Support Escalations Specialist

Phoenix, AZ · On-site

$17.75 - $24/hr

Tier 3 Customer Support Specialist About This Role As a Tier 3 Customer Support Specialist, you ... Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues - across both our BPO and ...

Harte Hanks

Customer Care Support - Tier 2

Simpsonville, SC · On-site

$15 - $19.25/hr

Overview of Job Responsibilities A Tier 2 call center team member is an experienced support professional who manages more complex customer inquiries and escalations that go beyond Tier 1 capabilities.

Harte Hanks

Customer Care Support - Tier 2

Mauldin, SC · On-site

$15.25 - $19.75/hr

Overview of Job Responsibilities A Tier 2 call center team member is an experienced support professional who manages more complex customer inquiries and escalations that go beyond Tier 1 capabilities.

Lyra Technology Group

Support Engineer- Tier II

Eagan, MN · On-site

$70K - $75K/yr

The Tier II Support Engineer will work out of one of our clients' headquarters as part of an IT tea ... • Excellent customer service and communication skills • Excellent problem-solving and ...

TEKsystems

Tier 2 Technical Support

Columbus, OH

$30 - $35/hr

Provide excellent customer support while maintaining service level expectations * Contribute to ... Experience providing Tier 2 technical support in an enterprise environment * Strong working ...

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Tier 2 Customer Support information

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How much do tier 2 customer support jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for tier 2 customer support in the United States is $20.94, according to ZipRecruiter salary data. Most workers in this role earn between $17.31 and $23.32 per hour, depending on experience, location, and employer.

What is a Tier 2 Customer Support representative?

Tier 2 Customer Support representatives are specialized support staff who handle more complex customer issues that cannot be resolved by Tier 1 (frontline) support. They possess deeper technical knowledge or expertise about the company's products or services, and often troubleshoot advanced problems, escalate tickets when necessary, and work closely with engineering or product teams to find solutions. Their role is critical in ensuring customer satisfaction by resolving challenging issues efficiently and accurately.

How does a Tier 2 Customer Support specialist typically interact with other departments to resolve complex customer issues?

As a Tier 2 Customer Support specialist, you frequently collaborate with teams such as engineering, product management, and Tier 1 support. When you encounter issues that require technical investigation or product changes, you'll escalate cases to the appropriate department, providing detailed documentation and context. This cross-functional interaction is vital for resolving complex problems efficiently and ensuring a seamless customer experience. You'll also communicate updates back to both the customer and Tier 1 agents, acting as a bridge between technical teams and end-users.

What are the key skills and qualifications needed to thrive as a Tier 2 Customer Support specialist, and why are they important?

To thrive as a Tier 2 Customer Support specialist, you need advanced troubleshooting abilities, strong product knowledge, and typically some experience in technical support or a related field. Familiarity with helpdesk ticketing systems like Zendesk or Salesforce, and sometimes certifications such as CompTIA A+ or ITIL, are commonly required. Excellent problem-solving, communication, and patience are crucial soft skills for handling escalated or complex customer issues. These skills ensure efficient resolution of technical problems and a positive customer experience, which are vital for customer retention and organizational reputation.

What is the difference between Tier 2 Customer Support vs Tier 1 Customer Support?

AspectTier 2 Customer SupportTier 1 Customer Support
ResponsibilitiesHandles complex issues, troubleshooting, and technical escalationsAddresses basic inquiries, account issues, and general support
CredentialsOften requires technical knowledge or certificationsTypically requires customer service training or basic technical skills
Work EnvironmentMore technical, problem-solving focused, often in a call center or support teamFrontline support, customer interaction, often in call centers or chat support
Common UsageUsed in industries with technical products or servicesUsed across various customer service sectors

In summary, Tier 2 Customer Support handles more complex technical issues and requires specialized knowledge, while Tier 1 Customer Support focuses on basic customer inquiries and general support. Both roles are essential in providing comprehensive customer service but differ in complexity and technical requirements.

More about Tier 2 Customer Support jobs

What job categories do people searching Tier 2 Customer Support jobs look for?

The top searched job categories for Tier 2 Customer Support jobs are:

Tier 2 Customer Support jobs near you
Infographic showing various Tier 2 Customer Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 91% Physical, 2% Hybrid, and 7% Remote job distribution, with an average salary of $43,556 per year, or $20.9 per hour.

Tier 2 Customer Support Specialist

DecisionPoint | Cortek

Remote

$18.50 - $24.75/hr

Full-time

Re-posted 14 days ago

Job description

Overview
DecisionPoint seeks a Tier 2 Customer Support Specialist to provide mid-level technical support across a wide suite of MC&FP digital platforms. This role resolves user-reported issues by replicating complex errors, analyzing root causes, and providing clear, actionable solutions or escalations.
The Tier 2 Customer Support Specialist supports troubleshooting of MC&FP web tools such as product catalogs, checklists, interactive forms, SSO authentication flows, search functions, and other digital services. This position ensures timely response to customer inquiries, contributes to knowledge documentation, and collaborates with engineering, UX, cybersecurity, and PMO teams to continuously improve the user experience.
This position is fully remote.
Duties & Responsibilities
The Tier 2 Customer Support Specialist will:
  • Troubleshoot and resolve complex user issues across MC&FP digital tools, including product catalogs, checklists, SSO, search, and interactive features.
  • Reproduce reported issues to identify patterns, root causes, and potential fixes.
  • Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support when needed.
  • Provide clear, user-centered communication on issue status, workarounds, and resolutions.
  • Support service outage triage, gathering screenshots, logs, and behavioral details for diagnostics.
  • Execute knowledge base procedures, update troubleshooting guides, and contribute to SOP improvements.
  • Ensure accurate documentation of issue details, troubleshooting steps, and outcomes within ITSM tools.
  • Assist in user experience improvements and advocate for recurring issue mitigation.
  • Validate content updates, UI changes, and operational modifications as requested by technical teams.
  • Support continuous service improvements by identifying trends and recommending enhancements.

Qualifications
Clearance Requirement
Must hold an active Secret clearance, supported by a Tier 3 background investigation.
Education (Required)
Bachelor's degree in Communications, Digital Services, Information Technology, Psychology, or a related field.
Experience (Required)
  • Minimum 2 years of experience in customer support, technical support, digital services support, or service desk operations.
  • Experience troubleshooting web-based tools, authentication, user workflows, or digital service issues.
  • Experience documenting incidents and interacting with end users and technical teams.

Technical Knowledge (Required)
  • Familiarity with ticketing systems, escalation workflows, and Tier 1/Tier 2 support practices.
  • Understanding of web-based applications, browser behavior, cookies/cache, and authentication flows.
  • Knowledge of diagnosing user errors, broken links, UI issues, and search/indexing behavior.

Technical Knowledge (Preferred)
  • Experience supporting content management systems or cloud-hosted applications.
  • Exposure to SSO authentication, identity integration, or digital platform troubleshooting.

Certifications
Required:
  • ITIL Foundation certification

Skills
  • Strong written and verbal communication skills with the ability to guide users through complex processes.
  • Ability to reproduce and analyze problems with attention to detail.
  • Strong customer service orientation and empathy for user needs.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Organized, proactive, and capable of working independently in a fast-paced environment.

Our Equal Employment Opportunity Policy
  • EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
  • Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
  • Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

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