Support Agent

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

Originally posted on Himalayas