- Investigate and resolve moderately complex issues that require deeper system knowledge (e.g., user permissions, workflow errors, record discrepancies).

- Reproduce and document bugs with supporting evidence for escalation to the development team.

- Perform light configuration tasks in Salesforce (e.g., profiles, permission sets, custom views) when appropriate under guidance.

- Work closely with Product, Ops, and Engineering teams to ensure timely ticket resolution and communication.

What Youll Bring :

- 2+ years of experience in an L1/L2 support or customer success role, ideally supporting a SaaS or CRM system.

- Strong understanding of Salesforce or other CRM/POS platforms (experience with Salesforce Service Cloud or Lightning is a plus).

- Excellent written and verbal communication skills.

- Comfort with troubleshooting, documenting issues, and following knowledge base articles.

- Empathy and patience when working with users of varying technical abilities.

Nice to Have :

- Familiarity with the franchise model or experience supporting multi-location retail or service environments.

- Experience with case management tools like Jira, Zendesk, or Salesforce Case Management.