Tier 2 Support Specialist

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• Own all escalations passed from Tier 1 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 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 - 2–4+ 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.