About Studyfetch StudyFetch is a technology company building AI-native learning products: StudyFetch for students and Honen for workforce training. Together, they connect education with real-world readiness across every stage of learning. About the Role We’re looking for an empathetic and detail-oriented Tier 2 Support Agent to join our Live Ops team and handle escalated customer issues across our platform. In this role, you’ll act as a bridge between front-line support and engineering/product teams, resolving complex cases, identifying patterns, and ensuring high-touch support for issues that require deeper investigation or prioritization. Key Responsibilities • Own Tier 2 support escalations, including complex technical or account-related issues • Investigate, troubleshoot, and resolve problems across mobile, web, and backend systems • Identify trends or recurring bugs and flag them to Product & Engineering teams • Provide clear, professional, and empathetic written responses to customers • Collaborate with Tier 1 agents to ensure efficient handoffs and consistent support • Assist with documentation and knowledge base improvements based on common issues • Track tickets in tools like Intercom and Linear and ensure SLAs are met • Provide feedback to improve tools, workflows, and the overall support experience What We’re Looking For • 2-4 years of experience in customer support, technical support, or live ops • Experience handling escalations or working in a Tier 2 or similar support role • Excellent communication skills (written and verbal) with a focus on clarity and empathy • Strong problem-solving abilities and a proactive, solutions-oriented mindset • Ability to stay calm under pressure and manage multiple escalations at once • Familiarity with support tools (Intercom, Zendesk, Jira, Linear, etc) • Bonus: Experience supporting a SaaS, EdTech, or consumer-facing product What We Offer • $69,000 - $78,000 Base Salary • 100% employer paid Medical, Dental, and Vision Insurance • 75% dependent coverage • 401(k) with employer matching • Daily team dinner provided in-office • A high-growth, mission-driven team focused on transforming how students learn