Tier 2 Support Specialist

As a Tier 2 Support Specialist at our company, you will play a crucial role in providing technical expertise and support within our pod-based support model. Your responsibilities will include: - Owning escalations from Tier 1 team members and resolving complex product, integration, and system-level issues efficiently. - Conducting advanced diagnostics such as log analysis, API tracing, and configuration deep dives to identify root causes of technical challenges. - Collaborating closely with engineering and product teams through detailed escalation notes to ensure effective bug triage and resolution. - Providing guidance and coaching to Tier 1 agents within the pod to enhance overall team effectiveness. - Identifying recurring patterns in escalations and working with pod leads to drive improvements in tools, processes, and knowledge resources. - Maintaining accountability for pod-level metrics including resolution speed, escalation quality, and customer satisfaction contribution. - Participating in structured workflows for major incidents and contributing technical insights to help restore service promptly. - Contributing to internal playbooks to enhance pod autonomy and decrease reliance on central teams. In terms of Required Skills & Experience, we are looking for candidates who possess: - 24+ years of experience in technical support or related roles within SaaS, platform, infrastructure, or high-complexity environments. - Strong analytical and troubleshooting abilities across application, network, and system layers. - Proficiency in interpreting logs, API responses, error traces, and configuration discrepancies. - Experience working in structured support models or collaborating with cross-functional engineering teams. - Excellent written and verbal communication skills to communicate technical findings effectively. - A strong ownership mindset to manage multiple escalations while upholding pod performance standards. Nice to have skills include 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, and experience in contributing to or enhancing internal knowledge systems. Success in this role will be demonstrated through technical leadership within the pod, reduced escalation volume, faster resolution cycles, high customer satisfaction on complex cases, clear trend insights shared with engineering/product teams, and increasing pod autonomy as Tier 2 expertise and documentation strengthen over time. As a Tier 2 Support Specialist at our company, you will play a crucial role in providing technical expertise and support within our pod-based support model. Your responsibilities will include: - Owning escalations from Tier 1 team members and resolving complex product, integration, and system-level issues efficiently. - Conducting advanced diagnostics such as log analysis, API tracing, and configuration deep dives to identify root causes of technical challenges. - Collaborating closely with engineering and product teams through detailed escalation notes to ensure effective bug triage and resolution. - Providing guidance and coaching to Tier 1 agents within the pod to enhance overall team effectiveness. - Identifying recurring patterns in escalations and working with pod leads to drive improvements in tools, processes, and knowledge resources. - Maintaining accountability for pod-level metrics including resolution speed, escalation quality, and customer satisfaction contribution. - Participating in structured workflows for major incidents and contributing technical insights to help restore service promptly. - Contributing to internal playbooks to enhance pod autonomy and decrease reliance on central teams. In terms of Required Skills & Experience, we are looking for candidates who possess: - 24+ years of experience in technical support or related roles within SaaS, platform, infrastructure, or high-complexity environments. - Strong analytical and troubleshooting abilities across application, network, and system layers. - Proficiency in interpreting logs, API responses, error traces, and configuration discrepancies. - Experience working in structured support models or collaborating with cross-functional engineering teams. - Excellent written and verbal communication skills to communicate technical findings effectively. - A strong ownership mindset to manage multiple escalations while upholding pod performance standards. Nice to have skills include 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, and experience in contributing to or enhancing internal knowledge systems. Success in this role will be demonstrated through technical leadership within the pod, reduced escala