About Alpine IQ
Alpine IQ (AIQ) was founded in 2019 to bring clarity and compliance to customer data in highly regulated industries. What began as a solution for the legal cannabis market has grown into a powerful platform used by brands and retailers of all sizes—from family-run shops to public enterprises.
We’re a fully remote team of builders, driven by curiosity and a passion for solving complex problems with elegant tools. Our products simplify operations, empower smarter decisions, and help businesses connect with customers in meaningful ways.
If you're energized by fast-moving environments, creative challenges, and impactful work—you’ll fit right in.
When customers need help, they expect swift, accurate answers — and that’s where you come in.
As a Customer Support Specialist, Tier 2, you’ll be the go-to expert for resolving escalated technical issues, identifying root causes, and helping our customers succeed. You’ll blend technical troubleshooting skills with a genuine passion for helping people, ensuring every interaction builds trust and strengthens the customer relationship.
You’ll collaborate closely with our Tier 1 Support team, Engineering, and Product teams to diagnose complex issues, recommend improvements, and share insights that drive better experiences for our users.
💻 What You’ll Do- Serve as the primary escalation point for Tier 1 Support and internal teams, providing advanced technical troubleshooting via chat, email, and live calls
- Investigate, document, and resolve technical issues across multiple platforms (Linux, SQL, APIs, etc.)
- Track and analyze support trends to identify opportunities for improving customer satisfaction and service processes
- Partner with cross-functional teams to communicate product feedback and recommend system enhancements
- Maintain accurate documentation of issues, solutions, and best practices
- Contribute to special projects and continuous improvement initiatives
- 3+ years of experience in a technical support or SaaS customer service role
- Strong troubleshooting skills and familiarity with Linux command line, SQL, and APIs
- Clear and concise written and verbal communication skills
- Ability to perform root-cause analysis and convey solutions to both technical and non-technical audiences
- Strong organizational skills and the ability to multitask in a fast-paced, remote environment
- A collaborative mindset and passion for mentoring Tier 1 team members
Bonus Points For:
- Experience supporting software, network databases, or cloud-based tools
- Bachelor’s or Associate’s degree in a related technical field
- Love diving deep into complex problems until you find the answer
- Enjoy connecting the dots between customer feedback and product improvement
- Take pride in delivering thoughtful, reliable, and empathetic support
- Thrive in a remote-first, high-growth SaaS environment
- First Response & Resolution Times
- Customer Satisfaction Rate (CSAT)
- Inquiry Volume & Average Handle Time
- Contribution to process and product improvements
Benefits
- Medical, Dental, Vision, and ancillary benefits
- 401(k) Company Match
- Flexible Time Off
- Home Office Benefit
- Paid Parental Leave
- Virtual Events
- Company Laptop
- and More!
Ready to embark on this adventure together? We can't wait to meet you and explore the endless possibilities. 🚀
Top Skills
What We Do
Alpine IQ was founded in 2019 in order to solve the world's largest legal use cannabis market problems for retailers and cultivators. At its inception, Alpine IQ developed a groundbreaking tool to manage customer data compliance across multi-state/ provincial regulatory environments. This concept later sprouted organically into a full suite of tools to protect, segment, promote, and sync in-store and online consumer experiences. The Alpine product lineup includes many components that work seamlessly together on top of cannabis-specific 3rd parties to power loyalty systems, mobile apps, text messaging, point of sale, marketing automation, referral programs, store review automation, in-store screens, and more.
Why Work With Us
Top Reasons to Work with Us
• 100% Remote opportunity!
• Chance to work with cutting edge technology
• Great growth opportunities
