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.

🌟 The Role

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

🧩 What You Bring

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

⚙️ You'll Excel If You

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

📊 How Success Is Measured

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. 🚀

Customer Specialist, Tier 2

Job Type