Technical Support Specialist - L2

About the Role:
The Senior L2 Technical Support Specialist is a seasoned technical expert responsible for managing complex, escalated, and cross-system issues that exceed the scope of L1 support. This position plays a crucial role in serving as the bridge between clients, frontline support, and L3/engineering teams, focusing on deep root-cause analysis, incident escalation, and mentoring others. The specialist will shape operational processes within 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 integration failures, data integrity issues, performance degradation, and environment-specific defects, without reliance on scripts or runbooks.
• Manage ambiguous or novel issues lacking documentation; perform root-cause analysis and apply workarounds prior to engaging L3/engineering.
• Conduct in-depth diagnostics, including application, server, and API logs analysis, database queries, service request tracing, issue replication in lower environments, and impact confirmation (client-specific, platform-wide, or product defect).
• Own escalations end-to-end, documenting precise, engineer-ready defect reports and handoff notes that minimize back-and-forth with L3/engineering.
• Act as the point of judgment for severity classification and incident declaration; participate in or coordinate major incident response, including impact assessments and client communications.
• Conduct trend and problem analysis across tickets, driving problem records and permanent fixes with engineering/product before issues escalate.
• Serve as a subject-matter expert (SME) for one or more platform modules, integrations, or product lines, validating fixes and releases in your area.
• Support release and deployment activities, performing post-deployment validations, investigating deployment-related incidents, and assisting DevOps/SRE in impact assessments and rollback decisions.
• Utilize infrastructure and cloud tooling (such as cloud consoles, container logs, CI/CD pipeline output) to diagnose whether issues are due to code, configuration, or infrastructure problems.

Client Relationship Management

• Own technical relationships with key/enterprise accounts and high-visibility clients, managing sensitive, escalated, or executive-level situations.
• Lead client-facing technical calls and working sessions for complex issues, setting expectations, and managing communications through to resolution.
• Exercise discretion in de-escalation, assessing when to involve management, L3, or engineering leadership versus resolving issues independently.
• Collaborate with account/client success teams on 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, and customer success), providing input on defect prioritization and release readiness.

Knowledge Transfer, Mentorship & Process Ownership

• Own and continuously improve the knowledge base: audit for gaps/outdated content, draft advanced troubleshooting articles, and create documentation standards for L1 and L2.
• Design or refine triage workflows, escalation criteria, and runbooks based on recurring failure patterns.
• Lead onboarding and technical training for L1 and L2 staff, developing training materials and upskilling paths.
• Participate in retrospectives, post-incident reviews/RCAs, and cross-team process discussions, representing L2 interests.
• 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 in technical/application support, including at least 2 years in an L2 role or equivalent, demonstrating growth in scope and ownership.
• Proven experience handling escalated or high-visibility client issues.
• Hands-on experience within DevOps environments, supporting deployments/releases, troubleshooting pipeline failures, and collaborating with DevOps/SRE teams on incidents.
• Demonstrated experience mentoring, training, or informally leading support peers.
• Advanced knowledge of complex enterprise platforms, OS environments (Windows/Mac/Linux), and enterprise authentication patterns (SAML/OIDC SSO, MFA, role-based permissions).
• Proficient in log analysis, admin/config tooling, and backend diagnostics 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 skills for querying data state; basic scripting (PowerShell, Bash, or Python) for diagnostics.
• Hands-on experience with ticketing, monitoring, and observability tools (e.g., Zendesk, Jira Service Management, Statuspage, Datadog).
• Strong understanding of the end-to-end SDLC and application support lifecycle, including release, deployment, and change management processes.
• Experience in creating and maintaining SOPs and knowledge base content for applications.
• Working understanding of product architecture (services, databases, integrations, infrastructure) to identify the source of issues.
• Proactive monitoring through dashboards, alerts, and log reviews, with a focus on mitigating client impact prior to issues arising.
• Familiarity with DevOps practices/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).
• Sound judgment skills to discern when to solve issues, escalate to L3/engineering, or involve management.
• Effective coaching and feedback abilities, comfortable mentoring peers without formal authority.
• Executive-ready communication skills for high-stakes client interactions.
• A process-oriented mindset with a focus on addressing root causes rather than symptoms.
• Ability to maintain a calm presence in escalated or high-pressure situations.
• Collaborative nature, working effectively across functions (engineering, product, customer success/account management).
• Proficient in supporting clients using both managed SaaS and on-premises/air-gapped installations.

Great Pluses / Preferred Experience

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

Why Work Here:

• Mission-Driven Work: Contribute to groundbreaking AI applications alongside a talented team, addressing tangible challenges in critical sectors.
• Unparalleled Opportunity: Engage in innovative solutions using AI at a company with access to leading models and resources.
• Career Growth: Competitive compensation, benefits, and substantial career advancement opportunities as a pivotal team member.
• World-Class Environment: Flexibility in the working environment with the latest tools and technologies to empower your best work.