Level 2 Support Specialist Full Time NEW

Yard Management Solutions is looking for a capable and driven Level 2 Support Specialist to join our growing team. If you’re someone who thrives in a fast-paced SaaS environment, loves digging into technical puzzles, and is passionate about delivering an exceptional customer experience, this role is made for you.

Who You Are:

• Positive and approachable, making interactions pleasant and reassuring for both customers and internal teams.
• Go-getter mindset: takes initiative, asks questions, and enjoys digging into complex technical challenges.
• Emotionally intelligent: skilled in managing difficult conversations and turning customer frustrations into success stories.
• Comfortable operating in a high-trust, low-handholding environment where autonomy is expected and appreciated.

How You’ll Contribute:

• Provide Level 2 technical support for our SaaS product, resolving complex customer issues with minimal supervision.
• Independently investigate, troubleshoot, and resolve support tickets with a resourceful and solutions-oriented mindset.
• Offer 24/7 support coverage during scheduled intervals as part of a rotating team structure.
• Own time and energy management, maintaining high productivity while working autonomously.
• Communicate clearly and empathetically with customers to de-escalate issues and create positive support experiences.
• Work cross-functionally with Engineering, Product, and Client Success teams to advocate for customers and ensure continuous improvement.
• Report directly to the Customer Support Manager and align support activity with team goals and processes.

Must-Haves:

• Experienced in SaaS support, with a strong understanding of customer service dynamics and cloud-based technologies.
• Willingness to provide 24/7 support coverage during scheduled rotations.

Perks of The Job:

• Joining a purpose-driven organization that is creating a positive impact
• Medical insurance
• 401(k) program
• Be a part of a growing, innovative, and award-winning small business

Ready to take your support skills to the next level? Apply now and be a part of something that’s transforming the yard management industry.