Job Description

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Job Responsibilities:

The Tier 2 Support Specialist operates as the technical backbone of our pod-based support model. Each pod is designed to provide deep expertise, faster resolution cycles, and end-to-end ownership of customer issues across our complex product ecosystem. Tier 2 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 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.