💼 Employment Type: Full-Time
📍 Location: Remote (U.S.)
💬 Job Overview
Gravyty — an innovative SaaS company supporting higher education, K–12 schools, and nonprofits — is seeking a Customer Technical Support Specialist (Tier II) to join their Global Customer Care Team. In this role, you’ll dig into complex technical issues, analyze logs, troubleshoot code-level problems, support custom configurations, and provide high-level assistance for platform builds and integrations.
This is a great opportunity for a technically inclined support professional who enjoys solving challenges behind the scenes and helping clients get the most out of a fast-growing, mission-driven platform.
📋 Key Responsibilities
Perform advanced troubleshooting including database analysis, log review, and monitoring alerts.
Configure SSL/IIS certificates and resolve DNS-related issues.
Assist with platform builds, custom configurations, and strategic client requests.
Apply CSS and JavaScript within the CMS or dashboard for front-end adjustments.
Read and edit HTML to fulfill client customization needs.
Participate in on-call rotations during peak or urgent periods.
Contribute to the external Knowledge Base and internal support documentation.
Reproduce, document, and escalate product defects to Product and Engineering.
Communicate clearly with clients and internal teams to ensure timely case resolution.
Triage inbound support requests, resolving what you can and escalating when needed.
Provide high-quality, empathetic client service using Gravyty’s own platform.
🧩 Requirements
3+ years of experience in customer or technical support roles.
Background in a B2B SaaS environment strongly preferred.
Strong communication skills, both written and verbal.
Technical proficiency and comfort with:
HTML & CSS
JavaScript (basic)
SQL (basic)
API concepts
DNS & SSL (preferred)
Familiarity with AWS and Salesforce Service Cloud (or similar ticketing systems) is a plus.
Ability to work independently in a fast-paced environment while managing multiple tasks.
Excellent problem-solving capabilities and debugging skills.
✨ Why You’ll Love This Job
Gravyty offers a dynamic, mission-driven environment where your technical expertise directly improves how schools and nonprofits engage their communities. You’ll enjoy flexible time off, competitive benefits, retirement matching, and a collaborative global team that values autonomy, innovation, and personal impact.
This role gives you the chance to work across front-end customizations, technical integrations, troubleshooting, and client communication — all while supporting a platform that drives more than 25 million interactions annually.
🌟 Who This Job Is Perfect For
Technical support pros who enjoy complex problem-solving and code-level debugging.
People with a SaaS background who love helping clients achieve successful platform use.
Support specialists ready to step into Tier II responsibilities.
Individuals comfortable with front-end technologies and API concepts.
Anyone seeking a meaningful career supporting education and nonprofit organizations.
🏢 About the Company
Gravyty builds AI-powered engagement tools for education and nonprofit institutions, helping organizations break down data silos and build stronger relationships across the student, alumni, and donor lifecycle. Trusted by more than 2,750 clients worldwide, Gravyty powers millions of meaningful interactions each year. Their global team is driven by purpose, collaboration, and a commitment to innovation and inclusion.
🚀 How to Apply
You’ll be redirected to Gravyty’s official careers page to submit your application.
