Technical Support Specialist - L1

About the Role / About the Job
The Senior L2 Technical Support Specialist is an experienced technical expert who takes ownership of complex, escalated, and cross-system issues that exceed L1 scope. Acting as a technical and procedural authority for the L1 and L2 teams, this role serves as a bridge between clients, frontline support, and L3/engineering. Responsibilities extend beyond escalation handling to include deep root-cause analysis, sound judgment on incident and escalation calls, and mentoring others while influencing the support function's operations across both managed SaaS and on-premises client environments.

What You'll Do:
Technical Troubleshooting & Remediation (Advanced L2 Scope)

• Independently diagnose and resolve complex L2 issues escalated from L1 — SSO/identity federation, advanced configuration, API and integration failures, data integrity and sync issues, performance degradation, and environment-specific defects — without reliance on scripts or runbooks.
• Own ambiguous or novel issues with no existing documentation; perform root-cause analysis and apply workarounds or fixes before engaging L3/engineering.
• Perform in-depth diagnostics, which include analyzing application, server, and API logs; querying databases to validate data state; tracing requests across services; replicating issues in lower environments; and confirming whether an issue is client-specific, platform-wide, or a product defect.
• Manage escalations end-to-end: write precise, engineer-ready defect reports and handoff notes (including reproduction steps, logs, root-cause hypothesis, impact scope, and attempted fixes) to minimize back-and-forth communication with L3/engineering.
• Act as the point of judgment on severity classification and incident declaration; participate in and coordinate major incident response, including impact assessment and client communications.
• Conduct trend and problem analysis across tickets; drive problem records and permanent fixes with engineering/product before issues become widespread.
• Serve as the subject-matter expert (SME) for one or more platform modules, integrations, or product lines, including validating fixes and releases in your area.
• Support release and deployment activities: perform post-deployment validation, investigate deployment-related incidents, and assist DevOps/SRE in assessing impact and rollback decisions.
• Utilize infrastructure and cloud tooling (e.g., cloud consoles, container logs, CI/CD pipeline output) to determine whether an issue stems from code, configuration, or infrastructure.

Client Relationship Management

• Own technical relationships with key/enterprise accounts and high-visibility clients, especially in sensitive, escalated, or executive-level situations.
• Lead client-facing technical calls and working sessions for complex or long-running issues, establishing expectations and maintaining communication through to resolution.
• Exercise discretion while de-escalating issues, including knowing when to escalate to management, L3, or engineering leadership versus resolving independently.
• Partner with account/client success teams on recurring technical pain points, churn risk signals, and root-cause summaries for client reviews.
• Represent the support function's voice in cross-functional conversations (with product, engineering, CS) to input on defect prioritization and release readiness.

Knowledge Transfer, Mentorship & Process Ownership

• Own and continuously improve the Knowledge Base (KB): audit for gaps/outdated content, write advanced troubleshooting articles, and establish documentation standards for L1 and L2.
• Design or refine triage workflows, L1-to-L2 and L2-to-L3 escalation criteria, and runbooks based on recurring failure patterns.
• Lead onboarding and technical training for L1 and L2 staff, including developing training materials and upskilling paths.
• Represent the L2 team in retros, post-incident reviews/RCAs, and cross-team process discussions.
• Act as the go-to technical escalation point for L1 agents and fellow L2 specialists on complex or unfamiliar issues.

What You'll Bring:

• 5–8 years of experience in technical/application support, including 2+ years at an L2 or equivalent level, demonstrating growth in scope and ownership.
• Proven ability to handle escalated or high-visibility client issues.
• Hands-on experience in DevOps environments: supporting deployments, troubleshooting pipeline, container, or configuration-related failures, and collaborating with DevOps/SRE teams on incidents.
• Experience in mentoring, training, or leading support peers informally.
• Advanced knowledge of complex enterprise platforms, OS environments (Windows/Mac/Linux), and enterprise authentication patterns (SAML/OIDC SSO, MFA, role-based permissions, identity providers).
• Proficient in log analysis, admin/config tooling, and backend diagnostics to resolve issues without engineering support.
• Solid networking and API knowledge (DNS, VPN, proxies/firewalls, TLS/certificates, REST APIs, HTTP status codes, tools like Postman or cURL).
• Intermediate SQL for querying and validating data state; basic scripting (e.g., PowerShell, Bash, or Python) for diagnostics and automation.
• Hands-on experience using ticketing, monitoring, and observability tools (e.g., Zendesk, Jira Service Management, Statuspage, Datadog).
• Strong knowledge of the end-to-end Software Development Life Cycle (SDLC) and application support lifecycle, including release, deployment, and change management processes.
• Experience in creating and maintaining Standard Operating Procedures (SOPs) and KB content related to applications.
• Understanding of the product's architecture (services, databases, integrations, infrastructure) to isolate the origin of issues within the stack.
• Proactive monitoring through dashboards, alerts, and log reviews, with the ability to act on alerts before clients are affected.
• Familiarity with DevOps practices and tools: CI/CD pipelines (e.g., Jenkins, GitHub Actions, Azure DevOps), Git version control, containers (Docker, basic Kubernetes), and a major cloud platform (AWS, Azure, or GCP), sufficient to read build/deployment logs and trace environment-related failures.
• Sound independent judgment – knows what issues to solve, what to escalate to L3/engineering, and when to involve management.
• Strong coaching and feedback skills; comfortable mentoring L1 and L2 peers without formal authority.
• Executive-level communication skills for high-stakes client situations.
• Process-oriented mindset focused on fixing root causes, not just symptoms.
• Calm, credible presence in escalated or high-pressure situations.
• Collaborative approach across functions (engineering, product, CS/account management).
• Comfort supporting clients using both managed SaaS and on-premises / air-gapped installations.

Great Pluses / Preferred Experience

• Experience in SaaS/platform support.
• Familiarity with the specific product/stack.
• Proficiency in Arabic language.

Why You Should Consider This Opportunity:

• Mission-Driven Work: Engage with cutting-edge AI applications alongside a talented, passionate team addressing real-world challenges in critical sectors.
• Unparalleled Opportunity: Innovate and tackle real-world issues using AI within a company that has unique access to world-leading models and resources.
• Career Growth: Enjoy competitive compensation, benefits, and significant career advancement opportunities as a foundational team member.
• World-Class Environment: Benefit from a flexible working environment equipped with the latest tools and technologies to perform optimally.