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Tier 2 Customer Support Jobs (NOW HIRING)

Kenect

Tier 2 Customer Support

Pleasant Grove, UT

Tier II Technical Support Specialist Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the ...

Kenect

Tier 2 Customer Support

Pleasant Grove, UT · On-site

$16.50 - $22.25/hr

... Support (Tier I or II) or a related field. Experience and excitement to assist customers over the phone. Type 50+ words per minute and comfortable with navigating the web. Strong verbal and written ...

Kenect

Tier 2 Customer Support

Pleasant Grove, AL

$17 - $23/hr

Skills & Qualifications ** • 2+ years of experience in Technical Support (Tier I or II) or a related field. • Experience and excitement to assist customers over the phone. • Type 50+ words per ...

Boingo

Tier 2 Customer Care Technician

Frisco, TX · On-site

$16.25 - $21.75/hr

Boingo Wireless is hiring a Tier II Customer Service Agent to support our Wi-Fi and cellular solutions-including high-speed broadband for U.S. military customers. You'll troubleshoot connectivity ...

Frontsteps

Customer Support Tier II (Onsite)

Denver, CO · On-site

$26.45 - $33.66/hr

POSITION OVERVIEW FRONTSTEPS, the leader in HOA software, is seeking a highly motivated and tenacious Customer Support Tier II - Caliber specialist to join our team in Denver, CO. This is a career ...

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

As of Jun 8, 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.

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.

What are Tier 2 Customer Support representatives?

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.
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 May 2026, with employment types broken down into 12% Full Time, 69% Part Time, 2% Temporary, and 17% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $43,556 per year, or $20.9 per hour.
Tier 2 Customer Support

Tier 2 Customer Support

Kenect

Pleasant Grove, UT

Other

Medical, Dental, Vision, Life

Posted yesterday

Job description

Tier II Technical Support Specialist

Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.

As a Tier II Technical Support Specialist, you will play a vital role in ensuring the success of Kenect. You will be responsible for providing technical support to clients in a timely manner through email, phone, and text message. You will be the point of escalation for our Customer Success teams to help troubleshoot complex technical issues with our core products. Kenect takes pride in delivering world-class support, and you will help lead our efforts.

What You Will Be Doing

  • Troubleshoot and support customers on complex technical issues related to the Kenect software
  • Resolve database connectivity issues related to our integrations
  • Triage SMS messaging issues using lookup tools
  • Read basic XML code to understand exception errors and do basic troubleshooting
  • Act as escalation point for Tier 1 Support service requests; assist with issues as needed and write up bugs into ticketing system to allow development team to solve
  • Respond to customer requests via phone, email, and text message within the pre-determined timeframe
  • Coach and walk customers through screenshare to troubleshoot technical issues
  • Log and track all requests using company's customer management tracking system, including documenting all actions taken to resolve requests
  • Document resolutions/technical information in a central location for knowledge sharing internally and with customers

Skills & Qualifications

  • 2+ years of experience in Technical Support (Tier I or II) or a related field.
  • Experience and excitement to assist customers over the phone.
  • Type 50+ words per minute and comfortable with navigating the web.
  • Strong verbal and written communication skills.
  • A love for solving problems. We need someone who can dig in and has a great sense of satisfaction when they've figured it out.
  • Bachelor's degree encouraged in related fields such as Computer Science, Information Technology, Information Systems, Computer Engineering, or other relevant fields.

Our Company Values We Hope You Showcase

  • Unwavering Customer Obsession
  • See it, Solve it, Get it Done
  • Build, Adapt, Win

What Kenect Offers!

  • Health, Dental, Vision, Life & Disability Insurance
  • Your birthday is a paid day off
  • Onsite gym
  • Breakroom full of snacks and drinks
  • Convenient location next to freeway entrance/exit

We believe in hiring self-motivated team members who can run alongside us without needing to be "managed" along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.

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