Technical Support Specialist - L2

About the Role
The Senior L2 Technical Support Specialist is an experienced technical expert responsible for managing complex, escalated, and cross-system issues that exceed L1 scope. This role requires acting as a technical and procedural authority for the L1 and L2 teams while serving as the bridge between clients, frontline support, and L3/engineering. Responsibilities extend beyond just escalation handling; the role demands deep root-cause analysis, sound judgment on incident calls, and process quality oversight. Additionally, this position involves mentoring others and shaping the support function’s operations for 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, including 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 and perform root-cause analysis to apply workarounds or fixes before engaging L3/engineering.
• Conduct in-depth diagnostics, including analyzing application, server, and API logs; querying databases; tracing requests across services; and confirming issue specificity.
• Own escalations end-to-end: write precise, engineer-ready defect reports and handoff notes that minimize back-and-forth communication with L3/engineering.
• Act as the point of judgment on severity classification and incident declaration.
• Conduct trend and problem analysis across tickets and drive permanent fixes with engineering/product.
• Serve as the subject-matter expert (SME) for one or more platform modules and support release/deployment activities.
• Use infrastructure and cloud tooling to determine issues related to code, configuration, or infrastructure.

Client Relationship Management

• Manage technical relationships with key/enterprise accounts and high-visibility clients, handling escalated or sensitive situations.
• Lead client-facing technical calls and working sessions, setting expectations, and owning communication through to resolution.
• Exercise discretion in de-escalation, knowing when to involve higher management versus resolving issues independently.
• Collaborate with account/client success teams on recurring technical pain points and root-cause summaries for client reviews.
• Represent the support function in cross-functional discussions regarding defect prioritization and release readiness.

Knowledge Transfer, Mentorship & Process Ownership

• Own and improve the knowledge base: audit for gaps, write troubleshooting articles, and establish documentation standards.
• Design or refine workflows, escalation criteria, and runbooks based on recurring issues.
• Lead onboarding and technical training for L1 and L2 staff, including creating training materials.
• Represent L2 in retrospectives, post-incident reviews, and cross-team process discussions.
• Act as the go-to technical escalation point for L1 agents and fellow L2 specialists on complex issues.

What You'll Bring

• 5–8 years in technical/application support, including 2+ years at an L2 or equivalent level.
• Proven track record managing escalated or high-visibility client issues.
• Hands-on experience in DevOps environments, including deployment support and troubleshooting related failures.
• Experience mentoring and training support peers.
• Advanced knowledge of enterprise platforms, OS environments (Windows/Mac/Linux), and enterprise authentication patterns (SAML/OIDC SSO, MFA).
• Proficient in log analysis, admin/config tooling, and backend diagnostics.
• Solid knowledge in networking and APIs.
• Intermediate SQL skills; basic scripting skills in PowerShell, Bash, or Python.
• Experience with ticketing, monitoring, and observability tools (e.g., Zendesk, Jira Service Management).
• Strong understanding of the SDLC and application support lifecycle, including release and change management.
• Experience in creating and maintaining SOPs and knowledge base content.
• Working knowledge of the product's architecture to isolate issues.
• Proactive monitoring capabilities to act on alerts before clients are impacted.
• Sound independent judgment on escalation and management involvement.
• Strong coaching and feedback skills; ability to mentor peers without formal authority.
• Effective communication skills for high-stakes client situations.
• Process-oriented mindset focused on root cause correction.
• Ability to collaborate across functions (engineering, product, CS/account management).
• Comfort in supporting both managed SaaS and on-premises installations.

Great Pluses / Preferred Experience

• SaaS/platform support experience.
• Familiarity with the specific product/stack.
• Arabic language skills.

Why the company

• Mission-Driven Work: Engage in cutting-edge AI applications with a passionate team addressing real-world challenges in critical sectors.
• Unparalleled Opportunity: Innovate and solve real-world problems using AI at a company with unique resources and models.
• Career Growth: Enjoy competitive compensation, benefits, and significant opportunities for career advancement as a foundational team member.
• World-Class Environment: Experience a flexible working environment equipped with the latest tools and technologies for optimal work performance.