Welocalize

Level 2 Support Specialist

Welocalize

full-time

Posted on:

Location Type: Hybrid

Location: Noida • India

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About the role

  • Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
  • Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause.
  • Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
  • Provide guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness.
  • Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets.
  • Maintain accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction.
  • Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly.
  • Contribute to internal playbooks to improve team's autonomy and reduce dependency on central teams.

Requirements

  • 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 within structured support models or with cross-functional engineering teams.
  • Excellent written and verbal communication skills, capable of translating technical findings into clear and actionable updates.
  • High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
log analysisAPI tracingenvironment replicationconfiguration analysistroubleshootingmetrics analysisbug triagetechnical insightstructured support modelsSaaS
Soft Skills
analytical skillscoachingcommunication skillsownership mindsetcollaborationproblem-solvingteam supportcustomer satisfaction focusprocess improvementadaptability