Customer Support Agent TIER 2

About Us: Koronet is the leading software company for vertical software, B2B e-commerce, and payment solutions within the floriculture industry. Our solutions include multiple ERP SaaS offerings and an e-commerce platform that enables end-to-end transactions across the B2B supply chain. Our mission is to become the most widely used system for the global floriculture supply chain. The company is backed by Radian Capital, a New York City-based equity fund with over $1 billion in assets under management. Axerrio represents Koronet’s European software and e-commerce solutions. The Axerrio team focuses on rapidly growing its market share among flower and plant trading companies with a small but expanding team. Our products include a SaaS ERP, a B2B e-commerce solution, and procurement management tools. Every day, thousands of users rely on our systems to run their businesses. About the Role As a Customer Support TIER 2 at Koronet, your work will go far beyond resolving support tickets. You will become a go-to expert on how our platform works under the hood—diving deep into technical troubleshooting, contributing to better internal tools, and helping drive continuous product improvement. What you will do Handle advanced technical cases escalated by Tier 1 agents via chat, email, and internal tickets. Perform in-depth troubleshooting using tools like Postman and technical languages such as Java, CSS, JavaScript, HTML, and MySQL. Collaborate with engineering and product teams to resolve complex or persistent issues. Document recurring issues and maintain internal knowledge bases. Actively contribute to improving internal support processes and tools. Guide Tier 1 agents when needed and share best practices with the team. What do we expect from you: You have a degree in Computer Science, Software Engineering, or a related field. You’re comfortable navigating technical environments and tools like Postman and HTML. You’re excited to learn—not just about the platform, but about how the floral B2B industry operates. You’re proactive in improving processes and eager to build internal tools when needed. You have strong analytical and troubleshooting skills. You communicate clearly and professionally, even when dealing with complex topics. You’re organized, can juggle priorities, and have experience using tools like Salesforce Service, Jira, or other support platforms. What We Offer 100% remote position with flexible working hours. Direct mentorship and space to grow into a platform or product expert. English classes and continuous learning support. A collaborative and transparent environment where your ideas matter. Competitive salary based on experience. Full-time, indefinite-term contract. Why Join Koronet Global and Remote-First: Work with a diverse team across the Americas and Europe, with flexibility to work from anywhere. Ownership Culture: We foster an environment where each team member takes ownership and is empowered to contribute to the company's success. Growth & Development: We support continuous professional growth and offer financial assistance for technical certifications and other learning opportunities. Compensation: Competitive salary and an indefinite contract, with salary negotiable based on experience. If you're passionate about making an impact and growing with a dynamic, remote-first company, we want to hear from you!