Tier 2 Support Specialist

Oddball

full-time

Posted on: 3/10/2026

Location Type: Remote

✨ AI Apply

💰 $50,000 - $85,000 per year

About the role

Provide Tier 2 platform support, including troubleshooting access, configuration, and messaging workflow issues
Triage incoming requests and incidents, escalating technical problems to engineering teams as needed
Support Agile delivery teams by tracking tickets, documenting resolutions, and assisting with release readiness activities
Maintain clear documentation, FAQs, and runbooks to improve support efficiency and user experience
Assist with platform administration tasks such as user onboarding, permissions updates, and environment checks
Collaborate with product owners and stakeholders to clarify support needs and identify recurring issues

5+ years of experience providing technical or application support in a helpdesk, operations, or platform support role
Strong communication skills and ability to assist both technical and non-technical users
Familiarity with ticketing systems and basic troubleshooting across web applications or SaaS platforms
Ability to work within Agile teams and support iterative delivery environments
Comfort operating in a regulated or federal environment with structured processes and documentation expectations
Applicants must be authorized to work in the United States. In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance.
Bachelor’s Degree or equivalent work experience

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingplatform supportticketing systemsAgileuser onboardingpermissions updatesenvironment checksdocumentationSaaS

Soft Skills

communicationcollaborationproblem-solvinguser assistancedocumentation skills

Certifications

Bachelor’s Degree