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Tier 2 Customer Support Jobs (NOW HIRING)

Hqo

Tier 2 Support Representative (Boston, MA)

Boston, MA · On-site

$71K - $79K/yr

About the role We are seeking a Tier 2 Support Representative to join our growing Customer Support team. In this role, you'll serve as a key escalation point for complex customer inquiries and ...

Cybertools

Tier 2 Technical support

Tacoma, WA · On-site

... Tier II (T2) Support Technician to join our technical support team. This client-facing role ... Excellent customer service skills with the ability to communicate technical concepts / solutions to ...

PROVEN IT COLORADO LLC

Tier II Engineer

Aurora, CO · On-site

$40K - $50K/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. ...

SAIC

Tier Two Technical Support

Aberdeen Proving Ground, MD · On-site

$40K - $50K/yr

SAIC is seeking a Journeyman Tier Two Technical Support Analyst with Information Technology (IT) ... and maintain customer relationships and partnerships with stakeholders at all levels. • ...

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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 Jun 9, 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.

Customer Support Specialist

S2Technologies

Colorado Springs, CO • On-site

$30K - $50K/yr

Full-time

Posted 16 days ago

Job description

Customer Support Specialist - Colorado Springs, CO
S2Technologies is currently sourcing for qualified candidates to join our team. We are currently looking for candidates having training and experience performing as a Customer Support Specialist. As a Customer Support Specialist, you will provide helpdesk, system, and network operations support in a 24×7 NOC environment. This position is responsible for monitoring, Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support resources and establishment of communications. This includes hardware and applications and will leverage standard & custom tools and techniques to identify solutions to system and client issues. The qualified candidate shall perform the following tasks:
Required Knowledge, Skills, and Abilities
Experience:
  • Possess 1-2 years of Helpdesk Support Experience.
  • Basic understanding of networking, including OSI model concepts, a basic understanding of the concepts and functionality of Windows Operating Systems as well as Microsoft Office Products (Word, Excel, PowerPoint).
  • 24×7 monitoring and support of hardware and software supporting critical operations of a global network.
  • Understand and adhere to the Standard Operating Procedures (SOP) of the organization, and adhere to all site-specific policies and procedures.
  • Assist personnel in the field with real-time troubleshooting of system and network issues via Phone, E-Mail, and live chat systems.
  • Provide Tier 0/1 Helpdesk support for various systems throughout the Mission Command Support Center, and provide Tier 2 support for the Blue Force Tracker family of systems.
  • Accurately document all customer contact via an online Ticketing system within the Network Operations Center (NOC) to include detailed issues reported, who reported the issue, unit/company with the issue, location, and complete history of the issue being worked.
  • Monitor all network capabilities, functions, and performance utilizing means as provided by PM Mission Command such as diagnostic tools, monitor systems, individual platforms, or data supplied by other sources and create trouble tickets on all issues observed.
  • Ability to work in a fast-paced environment.
  • Ability to work with people and varied organizations via email or telephone and calmly extract knowledge of the issue to determine real root of problem.

Education:
  • N/A

Certifications:
  • N/A

Security Clearance:
  • Secret Clearance Required

Other Position Requirements:
  • Shift Work 24/365 Helpdesk

is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, ethnicity, national origin, color, religion, sex, physical or mental disability, protected veterans' status, or any other status protected by the laws or regulations in the locations where we operate. Applicants living in a HubZone designated area receive preferential selection when meeting all other required qualifications.

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