Senior Product Support Specialist, Tier 2 Escalations (Hybrid)

Job overview

The Senior Product Support Specialist, Tier 2 Escalations (Hybrid) role is hybrid in Chicago, IL, with three days a week in the office. Base salary is $70,000–$80,000 per year, plus equity. Goose builds software for pet service providers, supporting online and front-desk operations. The role owns complex customer escalations and serves as the working lead for the Tier 2 support function. By resolving issues, coordinating with engineering and account teams, documenting solutions, and improving support workflows, the specialist helps customers use the platform and reduces repeat questions.

What you'll do

• Own Tier 2 cases handed off by the offshore Tier 1 team, including payment and wallet setup, data fixes, deposits, reporting, and account configuration
• reproduce bugs and log them in Jira
• manage the engineering-wait queue and update customers
• identify at-risk accounts and involve Account Managers
• document Tier 2 playbooks
• turn solved cases into help articles and AI guidance
• tag conversations for routing and reporting
• train offshore staff on repeatable work
• review ticket quality and coach the team
• maintain routing rules and queue health
• coordinate time-zone handoffs
• share a weekend on-call rotation.

What we're looking for

Skills & competencies

senior product support specialist

tier 2 support

customer escalations

b2b saas

hybrid

chicago il

goose

$70k–$80k base salary

weekend on-call rotation

intercom

jira

support team coaching

Work arrangement

• Weekend coverage required

Benefits & perks

• Health, dental, and vision insurance (85% covered for employees and 60% for dependents)
• flexible PTO
• six company holidays
• equity eligibility
• professional development and growth opportunities.

Why this role

Working-lead role on a dedicated Tier 2 escalation team; includes a weekend on-call rotation and coaching an offshore support team.

About the employer

Goose is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.