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Tier 2 Customer Support Jobs (NOW HIRING)

Proven IT

Tier II Engineer

Naperville, IL · On-site

$45K - $65K/yr

This is the intermediate level of technical customer support. The Tier II Engineer has a broad understanding of the hardware, software, and infrastructure unique to each Proven IT client. ...

Anduril Industries

Head of Customer Support

Costa Mesa, CA · On-site

$18.25 - $23.25/hr

You will lead the development, implementation, and management of comprehensive Tier 1 and Tier 2 support strategies that ensure our customers receive world-class service as we deploy and sustain ...

TeamLogicIT Oklahoma City

Be Seen First

Tier 2 Support Technician

Oklahoma City, OK · On-site

$25 - $36/hr

Day-to-Day Overview As a Tier 2 Support Technician, your day will primarily involve answering ... Troubleshoot and resolve customer requests submitted via phone and email * Handle inbound calls ...

Unissant

Tier 2 Lead

Washington, DC · Remote

Lead Tier 2 deskside and executive support activities in alignment with customer expectations, service objectives, and operational priorities.Coordinate technical support for incidents, service ...

Unissant

Tier 2 Lead

Herndon, VA · On-site

$45K - $58K/yr

Lead Tier 2 deskside and executive support activities in alignment with customer expectations, service objectives, and operational priorities. * Coordinate technical support for incidents, service ...

Jobtailor

NY · On-site

$55 - $90/hr

Diagnose computer problems using technically advanced questions and guide customers through ... Tier II Support * Troubleshooting * System Support * Ticketing System * Hardware Resolution

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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.

Product Support Specialist, Tier II

REthink CRM

Austin, TX • On-site

Full-time

Medical, PTO

Re-posted 13 days ago

Key responsibilities

  • Provide support to clients via phone, virtual meetings, and online support ticket system to troubleshoot and resolve issues.

  • Manage and maintain the Zendesk Knowledge Base, including content updates and development of visual and written support materials.

  • Collaborate with Client Success Managers and cross-functional teams to improve client experience and gather product feedback.

Job description

Company Description

At Rethink, we build enterprise cloud technology to power and transform the biggest names in commercial real estate (CRE) industry. Rather than wait for success, our team embraces change to innovate and develop cutting-edge solutions to give CRE brokers enhanced efficiency in their day-to-day operations and better insight into their business performance. By enabling data-driven decisions, Rethink supports our customers as they help companies like Lululemon, Whole Foods, and Blackstone shape the world we live in. As we strive to achieve the greatest measure of success possible, we fail together, win together, and are rewarded together.

With our talented team and strategic partnership with Salesforce.com, our flagship product, Rethink, has become the number one cloud-computing commercial real estate application built on the Salesforce.com platform. Rethink is looking for talented, creative, and energetic individuals who want to join our quickly growing team and be a part of the next tech start-up phenomenon.

Job Description

The Product Support Specialist (Tier II) at Rethink is a client-facing, technical, and resourceful individual responsible for efficiently addressing escalated support cases with a client-centric approach. The Product Support Specialist (Tier II) role is fast-paced and requires quick learning, thinking on your feet, innovative problem solving, and a strong ability to switch gears quickly throughout the day. Product Support Specialists provide world-class customer service and can tap into both creative and analytical thought processes. 

What You'll Do

  • Provide best in class support to clients via phone, virtual online meetings and online support ticket system 
  • Supply product information, troubleshoot, follow-up, and resolve with a sense of urgency, positivity and empathy to clients
  • Consistently provide the highest level of satisfaction by maintaining a CSAT score of 90% or above
  • Partner with Client Success Managers to continuously improve our clients' experience
  • Proactively obtain product feedback and work cross-functionally with Product, Marketing and Sales teams to help develop stronger product features
  • Become the company's leading expert in Rethink, Salesforce.com, our partnership ecosystem, and the Commercial Real Estate industry, and serve as an internal resource for all departments
  • Stay up-to-date on the latest trends of our partner, Salesforce.com, and their product updates
  • Manage the Zendesk Knowledge Base for ongoing maintenance, identify areas of improvement, guide direction of content, and develop new visual (videos, GIFs, and screenshots) and written articles
  • Complete on-boarding configurations for new clients
  • Build relationships with clients, Product and Implementation Partners
Qualifications
  • Self-motivated, able to work independently and as a part of a team
  • Service-obsessed: Patient with clients, and high level of urgency to efficiently address client issues and questions
  • You are tech savvy and enjoy learning new technology
  • Ability to learn quickly and think creatively in face of new tasks and challenges
  • Excellent written and verbal skills to communicate complex concepts in a simple manner for various audiences 
  • Proven track record of reaching and exceeding Client/Product Support KPIs
  • Thrive in a high-growth, fast paced environment and quickly adapt to changing demands
  • Excellent information management, time management, and organization skills with strong attention to detail
  • Passionate about Client Success and going above and beyond to make someone's day
  • Possess a strong desire to be in a start-up culture and willing to go the extra mile

Bonus Qualifications

  • Knowledge or interest in the Commercial Real Estate industry
  • Experience using Zendesk, Salesforce.com, GoToMeeting, Google Applications, and/or Asana
  • Knowledge of enterprise application software and/or CRM
  • Have a passion to learn the Salesforce.com platform with the goal to become Salesforce Administrator certified
Additional Information

Company Benefits

  • Competitive base salary with company units
  • Company health benefits coverage and an HSA option
  • Career development opportunities
  • Unlimited paid time off and paid holidays
  • Fun, collaborative and hard-working environment
  • Open, dog friendly and eco-conscious office space in East Austin
  • Free parking
  • Casual attire
  • Free snacks and refreshments (coffee, Topo Chicos, beer and kombucha on tap)
  • Quarterly Town Hall off-sites
  • Opportunity to be involved in Rethink Advisory Board to help guide direction of the company
  • Team outings and volunteer events

Learn more: https://rethinkcrm.com/careers/

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