Technical Support Analyst (L2)

Technical Support Analyst (L2) Customer Support and Experience Team

Technical Support Analyst (L2)

About the Role

As a Level 2 Technical Support Analyst, you’ll provide advanced technical assistance to customers, resolving complex issues efficiently and ensuring an exceptional support experience. You’ll be a vital bridge between our customers and our technical teams, ensuring communication is clear, consistent, and solution-oriented.

Key Responsibilities

Customer Support & Problem Resolution

• Communicate clearly and proactively with customers to ensure satisfaction and transparency throughout the issue resolution process.
  
• Provide multi-channel support via email, chat, phone, and video (Google Meet, Zoom, etc.).
  
• Diagnose and troubleshoot advanced issues related to software and infrastructure.
  
• Handle escalations and ensure timely resolution according to SLAs (24 hours for standard issues, 72 hours for complex ones).
  
• Educate customers on best practices and product features for self-resolution.
  
• Maintain a high Customer Satisfaction (CSAT) score of 95% or above.
  

Documentation & Communication

• Create and maintain detailed documentation, including troubleshooting guides and knowledge base articles.
  
• Translate technical concepts into simple, user-friendly explanations.
  
• Demonstrate strong attention to detail and proactive customer engagement.
  

Collaboration & Escalation

• Partner closely with cross-functional teams—development, QA, product management, and customer success—to resolve customer concerns.
  
• Escalate complex issues appropriately and follow through to ensure resolution.
  

Technical Analysis & Solutions

• Use diagnostic tools (Datadog, Grafana, SQL databases, etc.) to identify root causes and implement effective solutions.
  
• Analyze logs, configurations, and system performance to maintain reliability.
  
• Assist with software configuration, installation, and setup to optimize customer experience.
  

What We’re Looking For

• 5+ years

  of customer support experience (with

  3+ years

  in a technical support role).

• 1+ year

  in software development or

  2+ years

  as a network administrator.
• Strong analytical and troubleshooting skills.
  
• Proficiency in

  Linux (server-level)

  ,

  SSH

  , and

  terminal commands

  .
• Experience with

  Python

  ,

  Shell scripting

  , and

  SQL

  (2+ years).
• Knowledge of

  Docker

  ,

  deployment processes

  , and familiarity with

  AI inference or fine-tuning

  is a plus.
• Excellent communication skills—both written and verbal.