What are the responsibilities and job description for the Customer Specialist, Tier 2 position at AIQ.com (Alpine IQ)?
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
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
- 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
- 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
- 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!