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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support Specialist - Tier 2 - **Company:** Better Talent - **Location:** Cottage Grove, MN, United States - **Salary:** $53,997.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, System Configuration, Programming Tools, Domain Name System (DNS), Systems Integration, Transport Layer Security, Integration Frameworks, Api Design, GPT - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=adaea41f28f2419b ## About the Role * 2+ years minimum experience required in technical support, including time operating at a Tier II level inside a SaaS or technology-driven environment (external customer-facing support, not internal IT helpdesk) * Advanced troubleshooting skills and the ability to connect symptoms to root cause on complex, multi-layered problems * Experience reproducing bugs, documenting them clearly, and working escalations with Product or Engineering * 1+ year working with APIs, integrations, or system configurations * Comfort using AI tools like ChatGPT, Claude, or Copilot to speed up research and troubleshooting, and the judgment to know when to validate that output before you act on it or hand it to a customer * A track record of mentoring or developing other team members, * Experience troubleshooting short-term rental platforms, PMS software, or hospitality technology * Familiarity with channel managers or OTA integrations like Airbnb, VRBO, or Booking.com * Working knowledge of HTML, CSS, browser dev tools, DNS, SSL, and hosting concepts ## Description Track's Customer Success org is scaling and we've hit a skills gap: too much depth in customer service, not enough in the technical stack underneath it. This role closes that gap. You'll own escalated issues Tier I can't crack, dig into APIs, integrations, and platform configs, and work directly with Product and Engineering to get bugs fixed instead of just logged. You'll also mentor Tier I, so the whole team gets sharper because you're on it., * Own escalated issues from Tier I and drive them to resolution, not just a handoff * Diagnose complex problems across product functionality, configurations, and third-party integrations * Reproduce bugs consistently, document findings clearly, and escalate to Product and Engineering with enough detail that they can act on it * Translate technical issues into explanations a non-technical customer can actually use * Spot patterns across tickets and surface insights that improve the product and the support workflow * Build and maintain internal documentation and troubleshooting guides that make the team faster * Mentor Tier I on troubleshooting, ticket quality, and customer communication through shadowing and coaching, * You already know what an API is and how DNS works, so your ramp is about learning Track's platform and customer base, not learning the internet * You're comfortable getting into billing and trust accounting basics. It touches almost every escalation and it trips people up who haven't dealt with it before You treat AI tools as a starting point, not a finish line. You verify before you apply or pass something to a customer ## Related Videos - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [API Design - Getting Started](https://www.wearedevelopers.com/videos/33-api-design-getting-started) - [AI Pair Programming with GitHub Copilot at SAP: Looking Back, Looking Forward!](https://www.wearedevelopers.com/videos/1546-ai-pair-programming-with-github-copilot-at-sap-looking-back-looking-forward) - [100 million days in Vienna: A story of APIs & AI in tourism.](https://www.wearedevelopers.com/videos/93-100-million-days-in-vienna-a-story-of-apis-ai-in-tourism) - [Streaming AI Responses in Real-Time with SSE in Next.js & NestJS](https://www.wearedevelopers.com/videos/1630-streaming-ai-responses-in-real-time-with-sse-in-next-js-nestjs) - [Skills-First Hiring: The Future of Work Needs More Than Resumes](https://www.wearedevelopers.com/videos/1319-skills-first-hiring-the-future-of-work-needs-more-than-resumes) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Highest Paying Tech Companies in Europe](https://www.wearedevelopers.com/magazine/162-highest-paying-tech-companies-in-europe)