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Level 2 Support Specialist

Welocalize· Welo Data – Community Experience
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Hybrid (Noida)Full TimePosted 7mo ago

About the role

The Technical Support specialist provides advanced technical support, troubleshooting complex product, integration, and system issues, while acting as an escalation point within a support team.

Responsibilities

  • Own all escalations within the assigned team, troubleshooting complex product, integration, and system-level issues.
  • Perform advanced diagnostics including log analysis, API tracing, environment replication, and configuration deep dives.
  • Partner with engineering and product teams through escalation notes for bug triage and issue resolution.
  • Provide guidance and coaching within the team, sharing knowledge and strengthening team effectiveness.
  • Identify recurrent escalation patterns and collaborate on process improvements.
  • Maintain accountability for metrics such as resolution speed, escalation quality, and customer satisfaction.
  • Participate in workflows for major incident management to restore service quickly.
  • Contribute to internal playbooks to enhance team autonomy.

Qualifications

  • 2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments.
  • Strong analytical and troubleshooting skills across application, network, and system layers.
  • Ability to interpret logs, API responses, error traces, and configuration discrepancies.
  • Experience working with structured support models or cross-functional engineering teams.
  • Excellent written and verbal communication skills.
  • High ownership mindset, capable of managing multiple escalations.

Skills

Required:TroubleshootingCommunication
Nice to have:Support Operations
Last updated Apr 6, 2026. Interested? Apply on the company site.

About Welocalize

Bridging language & AI to power global success.

Bridging language & AI to power global success. Our expertise in localization & AI data ensures scalable solutions for businesses worldwide.

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