Level 2 Support Specialist

Overview

The Technical Support specialist operates as the technical backbone of our support model. Each team is designed to provide deep expertise, faster resolution cycles, and end-to-end ownership of customer issues across our complex product ecosystem. Technical Support specialists act as the escalation point, ensuring that advanced technical challenges are diagnosed quickly, solved effectively, and documented for continuous improvement. 

Key Responsibilities

Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues. 

Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause. 

Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage. 

Provide guidance and coaching within the t...