Technical Customer Support

Job Summary

The Tier 1 Product Support Specialist (Level 2) handles escalations from Level 1, resolves moderate complexity issues, and partners with Engineering/Product to drive faster root cause analysis. L2s improve operational excellence by enhancing runbooks, enriching knowledge articles, and coaching L1s on troubleshooting depth and quality.

Key Responsibilities

• Own escalated tickets requiring deeper technical analysis (integrations, configuration, environment‑specific behaviors, data issues).
• Perform advanced triage: analyze logs, traces, API calls, feature flags, data models, and environment variables; reproduce issues in test/sandbox.
• Create/validate workarounds; deliver durable resolutions within defined SLAs.
• Collaborate with Engineering and Product on defects, feature behaviors, and release impacts; file high‑quality bug reports with clear repro steps and impact statements.
• Identify incident patterns and propose problem records or root cause investigations (problem management).
• Drive continuous improvement: refine SOPs/runbooks, author high‑value KB articles, and recommend product/telemetry improvements to increase FCR.
• Provide day‑to‑day guidance to L1s (informal mentoring, spot‑checks, shadowing) and participate in post‑incident reviews.

Qualifications

• 2–4 years in product/technical support or service operations with demonstrated escalation handling.
• Proficiency with at least one diagnostic area: browser/network tools (DevTools, HAR), API/JSON, SQL basics, log aggregation/observability (e.g., Splunk, Datadog), or SSO/identity flows.
• Hands‑on experience with ITSM tools and backlog systems (e.g., Jira) and comfort reading release notes or deployment change logs.
• Strong analytical and problem‑solving skills; ability to simplify complex topics for customers and L1 staff.

Core Competencies

• Technical Depth • Root Cause Thinking • Cross‑Functional Collaboration • Written Clarity • Coaching Mindset

Performance Metrics (KPIs)

• Escalated ticket resolution time (L2 queue)
• Reduction in re‑opens and handoffs
• Defect/bug report quality (engineering acceptance rate)
• KB impact (views, deflection, article helpfulness)
• Contribution to problem management (closed problems/workarounds published)
• Coaching impact (L1 FCR uplift, fewer incorrect escalations)

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