Tier 2 Support Specialist

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Job Responsibilities:

Key Responsibilities

- Own all escalations passed from Tier 1 within your assigned team troubleshooting complex product integration and system-level issues.

- Perform advanced diagnosticsincluding log analysis API tracing environment replication and configuration deep divesto 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 pod supporting Tier 1 agents with knowledge context and coaching that strengthens pod effectiveness.

- Identify recurrent patterns in escalations and collaborate with pod leads to drive improvements in tools processes and knowledge assets.

- Maintain accountability for pod-level metrics: speed of resolution escalation quality and contribution to overall customer satisfaction.

- Participate in structured workflows for major incidents providing technical insight and helping restore service quickly.

- Contribute to internal playbooks to improve pod autonomy and reduce dependency on central teams.

Additional Job Details:

Required Skills & Experience

- 24 years of technical support or related experience in SaaS platform infrastructure or high-complexity environments.

- Strong analytical and troubleshooting skills across application network and system layers.

- Ability to interpret logs API responses error traces and configuration discrepancies.

- Experience working within structured support models or with cross-functional engineering teams.

- Excellent written and verbal communication skills capable of translating technical findings into clear and actionable updates.

- High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards.

Nice to Have

- Familiarity with distributed systems integrations or workflow automation.

- Experience with SQL scripting or basic debugging.

- Exposure to support operations with large user populations and complex platform dependencies.

- Experience contributing to or improving internal knowledge systems.

Success Looks Like

- Strong technical leadership inside the pod with measurable improvements in Tier 1 accuracy and autonomy.

- Reduced escalation volume and faster resolution cycles enabled by proactive analysis and process improvements.

- High CSAT on complex cases and consistent delivery against pod KPIs.

- Clear trend insights shared with engineering/product that influence roadmap or quality improvements.

- Pod operates with increasing independence as Tier 2 strengthens internal expertise and documentation.