Customer Support Agent – Tier 2 (Remote)

About the role

As a Tier 2 Customer Support Agent at Koronet, you will become the go‑to expert for our floriculture B2B SaaS platform. You will handle complex technical issues, collaborate with engineering, and help shape product improvements while supporting a global user base.

Key responsibilities

• Resolve advanced technical cases escalated from Tier 1 via chat, email, and ticketing systems.
• Perform in‑depth troubleshooting using tools such as Postman and languages including Java, CSS, JavaScript, HTML, and MySQL.
• Collaborate with engineering and product teams to address persistent or complex problems.
• Document recurring issues and maintain internal knowledge bases.
• Contribute to the improvement of support processes and internal tools.
• Guide Tier 1 agents and share best practices.

Required profile

• Degree in Computer Science, Software Engineering, or a related field.
• Comfortable navigating technical environments and using tools like Postman and HTML.
• Eager to learn about both the platform and the floral B2B industry.
• Proactive attitude toward process improvement and tool development.
• Strong analytical and troubleshooting abilities.
• Clear, professional communication skills.
• Organized, able to juggle priorities, and experienced with support platforms such as Salesforce Service or Jira.

Required skills

• Postman
• Java
• CSS
• JavaScript
• HTML
• MySQL
• Salesforce Service
• Jira

What we offer

• 100% remote work with flexible hours.
• Direct mentorship and growth into a platform or product expert.
• English classes and continuous learning support.
• Collaborative, transparent environment where ideas matter.
• Competitive salary based on experience.
• Full‑time permanent contract.