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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