Position Details

Salary $68K – $75K USD / year

Type Full-Time

Experience senior

Exp. Years 2-4 years

Education Bachelor's degree in a related field (like Computer Science or Information Technology) or equivalent professional experience

Category Customer Success & Support

About this role

Senior Support Specialist role supporting rater8 clients with technical questions, requests, and issues from onboarding onward. The position emphasizes troubleshooting complex software applications, using Zendesk ticketing, and performing SQL/Excel-based investigations to help clients succeed.

Key Responsibilities

Act as the primary client champion for technical support
Troubleshoot complex software applications and systems
Run SQL queries and use Excel to investigate and analyze issues
Lead Tier 2+ problem diagnosis and provide step-by-step solutions
Mentor within the team and step into ownership in ambiguous/high-impact situations

Technical Overview

Tier 2+ support involves diagnosing and troubleshooting software and system issues, often requiring SQL queries for database investigations and Excel for data manipulation. The role also requires comfort with software integrations, Microsoft 365 tooling, and optionally AI tools for support effectiveness.

Ideal Candidate

The ideal candidate is a senior-level technical support professional with 2–4 years of experience supporting B2C SaaS, ideally in SaaS healthcare tech. They can troubleshoot complex software issues using Zendesk ticketing, SQL queries for database investigations, and Excel for data manipulation, while delivering fast, high-quality client interactions.

Must-Have Skills

2-4 years of proven technical support experiencetechnical foundationSQL queries for database investigationsExceltroubleshooting complex software applications and systemsticketing systemsZendeskexcellent written and verbal communicationBachelor's degree in a related field (like Computer Science or Information Technology) or equivalent professional experience

Nice-to-Have Skills

experience using AI toolsMicrosoft 365

Tools & Platforms

ZendeskSQLExcelMicrosoft 365AI toolsticketing systems

Required Skills

technical supportSQL queriesdatabase investigationsExcelsoftware integrationstroubleshootingZendeskticketing systemsMicrosoft 365AI toolsclient interactions

Hard Skills

technical supportB2C SaaS product environmentSaaS healthcare techSQL queriesdatabase investigationsExcelsoftware integrationstroubleshooting complex software applicationsticketing systemsZendeskMicrosoft 365AI tools

Soft Skills

excellent written and verbal communicationinterpersonal skillsclient interactionsproblem-solvingindependent workattention to detailprioritizing complex tasksleadership within the teammentorshipstepping into ownershipproactive mindset

Industry & Role

Industry SaaS

Job Function Provide high-quality, technically advanced customer support for a SaaS healthcare product using Zendesk, SQL, and Excel.

Role Subtype Customer Support Specialist

Keywords for Your Resume

Senior Support Specialisttechnical support experienceB2C SaaS product environmentSaaS healthcare techSQL queriesdatabase investigationsExcelsoftware integrationstroubleshootingcomplex software applicationssystems troubleshootingZendeskticketing systemsMicrosoft 365AI toolswritten and verbal communicationinterpersonal skillsBachelor's degreeComputer ScienceInformation Technologyclient support

Deal Breakers

2-4 years of proven technical support experience, Must be comfortable running SQL queries for database investigations, Experience using Zendesk (ticketing system) is required, Bachelor's degree in a related field or equivalent professional experience

Apply for this Position →

Get matched to jobs like this

Luna finds roles that fit your skills and career goals — no endless scrolling required.

Create a Free Profile