INTERNAL POSTING - Tier 2 Support Representative

Please note, only current Campspotters are being considered for this role - if you apply and you are not currently employed by Campspot, you will be automatically rejected.

Welcome to Campspot! Whether you are an avid camper, the occasional glamper, an expert RV-er, or new to the outdoors entirely, we're interested in working with you. Our team values diverse perspectives as we seek to create an easy-to-navigate and meaningful camping experience for everyone.

We hope you will consider joining our team! ALL human beings are welcome, and we are committed to helping you thrive here. We believe our team, as well as the outdoors, is for everyone. 

Role Overview

The Tier 2 Software Support Agent plays a critical role in resolving Campspot customers’ most technical and complex support needs. This role blends advanced technical troubleshooting, customer education, and cross-functional collaboration. You’ll be expected to quickly assess whether incoming issues are true software defects or customer training gaps, and to drive appropriate resolution paths.

An effective Tier 2 agent works closely with Engineering, Product, and the broader Support team to ensure timely issue resolution, clear communication, and visibility into system-wide bugs and emergent issues.

Key Responsibilities

• Serve as an escalation point for complex or technical customer support cases
• Triage inbound issues and determine root cause (software bug vs. configuration or training issue)
• Collaborate with Engineering and Product teams to report, track, and validate bugs
• Provide clear, timely status updates to customers and internal stakeholders
• Maintain visibility into open defects and emergent system issues
• Create and deliver training materials and documentation for the Support team (with intended/expected behavior guidance sourced from Product and Engineering)
• Support incident response and urgent issues as needed
• Utilize internal tools to investigate issues, document findings, and track progress

Tools & Systems

Working knowledge of some or all of the following is expected or will be developed in the role:

• PagerDuty
• Pendo
• Jira
• Trello
• DataGrip (or similar database tools)
• SQL Syntax

Required Qualifications

• Proven reliability and strong sense of ownership
• Self-motivated with the ability to work independently
• High standard for quality customer service
• Strong critical thinking and problem-solving skills
• Ability to triage, prioritize, and manage multiple issues simultaneously
• Highly organized with strong attention to detail
• Prior or current experience as a Campspot Software Support Specialist

Preferred / Nice-to-Have Skills

• Basic SQL experience
• Accounting, bookkeeping, or advanced analytical skills
• Experience working closely with Engineering or Product teams
• Prior level 2 support experience

Compensation and Benefits:

• Anticipated starting base salary: $55k
• Competitive benefits, including medical, dental, vision, life, and disability insurance options at affordable rates
• 401(k) plan with employer match
• Flexible and casual work environment
• Employee camping credit to encourage getting outdoors and experiencing our product!