Customer Support – Tier 2

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🕒 May 14

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Gravyty

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

🤝 Non-profit

🤖 Artificial Intelligence

Education • Non-profit • Artificial Intelligence

Gravyty is an AI-powered SaaS platform that helps colleges, universities, K-12 schools and nonprofits personalize outreach, automate student support, and scale alumni engagement and fundraising. It provides virtual assistants (chat and voice), live assistants, SMS/WhatsApp messaging, telephony, email automation, personalized video, and integrations with CRM, SIS and LMS systems, plus analytics and no-code workflow tools to improve enrollment, retention and donor pipeline outcomes.

📋 Description

• Perform in-depth troubleshooting, including DB analysis, monitoring alerts, and reading system logs to identify and solve complex support issues that were escalated by other support levels • Set up SSL/IIS certificates and troubleshoot DNS issues as needed • Aid with strategic platform / website builds, customizations, and configurations based on client requirements / requests • Apply CSS /JavaScript upon request to sites via CMS and dashboard • Read/edit HTML to meet client requests • On-call shifts for out-of-hours during busy periods • Assist with the creation and optimization of our external Knowledge Base, support documentation and best practices • Reproduce and document product defects, work with Product and Engineering teams to understand and resolve complex issues • Support the mission of the company by using our product to provide a high level of client service • Maintain clear and concise communication for all cases in a timely and efficient manner • Triage inbound support requests and resolve or escalate to the appropriate internal team • Proven problem-solving and technical troubleshooting skills.

🎯 Requirements

• 3+ years in customer/technical support or equivalent roles • Experience working within a B2B SaaS organization • Excellent verbal and written communication skills • Excellent customer service and interpersonal skills • Strong technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts • Familiarity with AWS a plus • Familiarity with Zendesk or similar CRM/ticketing system, a plus • Ability to work autonomously in a high paced work environment

🏖️ Benefits

• Competitive salary and bonus structure • Comprehensive health, dental, and vision insurance • 401(k) with company match • Generous paid time off and holiday schedule • Professional development opportunities • A supportive, mission-driven work environment