Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 7 hours ago

Customer Support Specialist II

Upshop11 open roles

Where
Los Angeles, California, United States, Seattle, Vancouver, Nevada
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Support Specialist IIUpshop · Los Angeles, California, United States, Seattle, Vancouver, Nevada

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Upshop's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.1% of postings close within 7 days. Measured by our own scanner across the market. Upshop postings stay open a median of 43 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.5%3 days
  3. 8.1%7 days
  4. 15.1%14 days
  5. 33.9%30 days
This job: posted 7 hours ago

Upshop median: 43 days open

The posting

About Upshop:

Upshop is hiring a Customer Support Specialist II (CSS II) to own our most complex customer issues, including the ones for which we don’t have a playbook yet. As the primary escalation point from Level 1 support, you will dig into production problems across Upshop's fresh retail platform and its integrations and find what went wrong: configuration, data, integrations, in-store environment, or application bugs. You will fix what support can fix, and when you cannot, you will hand engineering a clear write-up with the evidence, so they are not starting from zero.

The work crosses systems. You will check tenant and license settings, query Cosmos/Mongo and SQL Server, review feature flags, follow logs and traces in Datadog. You will not ship features full time, but you should be able to follow code, data, and logs far enough to prove the cause. You will use AI tools every day, customer data, and you will help mentor the CSS I team. The goal is fewer bounce-backs, faster answers on tough issues, and engineering partners who trust what you send them.

This role is for someone who enjoys complex tickets, follows the evidence, and leaves the team better than they found it.

Key Responsibilities:

  • Escalation Ownership: Act as the primary escalation point for Level 1 support and own complex escalated tickets that need deep investigation across Upshop's product suite and integrations.
  • Deep-Dive Investigation: Trace issues through tenant and license configuration, data, integrations, feature flags, logs and traces, and product code when needed. Replicate user environments and prove the root cause rather than treating symptoms.
  • Resolution & Engineering Handoff: Resolve what support can resolve. When an issue needs engineering, send a clear package with reproduction steps, evidence, impact, and what has been ruled out, so defects move quickly without bounce-backs.
  • In-Store & Environment Support: Troubleshoot issues involving network connectivity, hybrid on-prem and cloud setups, host feeds, and in-store hardware (e.g., label printers, scales, scanners, and handheld devices).
  • Ticket Management & SLAs: Document every ticket with what is known, what has been ruled out, troubleshooting steps, resolutions, and any system changes made. Track tickets from creation through resolution and meet SLA targets.
  • Customer Communication: Write clear customer updates, manage expectations on complex or long-running issues, and deliver difficult information with empathy and professionalism.
  • Cross-functional Partnership: Partner with product and engineering on recurring issues and release-related problems, provide feedback, and suggest enhancements.
  • On-Call & Incident Support: Participate in the on-call rotation and incident response, resolving issues promptly, including outside business hours.
  • Knowledge Base & Playbooks: Create and maintain documentation, playbooks, and routing knowledge for both common and complex issues so the whole team can resolve them faster.
  • AI-Assisted Workflows: Use AI tools such as Cursor, Claude, Copilot, and in-house Agents every day to speed up investigation and cut busy work. Build and share prompts, skills, or small automations, and handle customer data responsibly when using them.
  • Mentoring: Guide CSS I team members, sharing troubleshooting techniques and best practices for customer interactions.
  • Performance Metrics & Continuous Improvement: Meet or exceed targets for response time, resolution time, and customer satisfaction, and keep improving how the team works.

Required Qualifications:

  • Proven Experience: 4+ years of technical support, application support, or a similar role, including supporting multi-tenant SaaS and troubleshooting complex software and system issues.
  • Troubleshooting Discipline: Strong root cause analysis habits: follow the evidence, write down what you know and what has been ruled out, and decide the next steps carefully and independently.
  • Technical Fluency: Comfortable reading APIs, JSON, SQL results, and application logs.
  • Data & Platform Experience: Hands-on experience with at least two of: MongoDB/Cosmos-style databases, relational SQL (e.g., SQL Server), cloud observability (e.g., Datadog), feature flags, and Azure (or an equivalent cloud).
  • AI Tools: Hands-on experience with AI platforms such as Cursor, Claude, CoPilot, or similar.
  • Strong Communication: Clear written and verbal communication for both customers and engineers, with the ability to explain complex technical concepts to technical and non-technical audiences.
  • Escalation Handling & Mentoring: Demonstrated ability to handle escalated issues and provide technical guidance to junior team members.
  • Queue Management & Organization: Ability to manage multiple support requests and competing priorities efficiently while maintaining attention to detail and a high standard of customer service.

Desired Skills:

  • Senior Support Experience: Prior escalation-tier or senior support experience.
  • Industry Background: Experience with retail, grocery, food service, or store operations software.
  • Automation Experience: Experience building prompts, skills, scripts, or small automations that help support work.
  • Support & Defect Tools: Familiarity with Zendesk (or similar), Jira or Azure DevOps for defect handoffs, and API tools such as Postman.
  • Incident Management: Incident work with tools like PagerDuty.
  • Hybrid & Integration Environments: Exposure to hybrid on-prem and cloud systems, host feeds, multi-tenant configuration models, and in-store hardware peripherals.
  • Certifications: CompTIA A+, ITIL, Zendesk, or related technical certifications are a plus.
  • Leadership Potential: Interest in leading technical projects or taking on leadership responsibilities within the support team.
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Upshop's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Upshop's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Upshop's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.