Technical Support II – Tier 2

About the role

The Technical Support (Tier 2) specialist investigates complex issues that Tier 1 cannot resolve, using logs, data, configuration, and traffic analysis to determine root causes. The role bridges support and engineering teams, providing clear diagnoses, reproducible steps, and impact assessments.

Key responsibilities

• Own escalated issues from Tier 1, gather information, and investigate using logs, SQL queries, browser tools, and configuration reviews.
• Reproduce problems in test environments, identify likely causes (defect, configuration, data, infrastructure, integration, or user), and document evidence.
• Manage incident prioritization, communicate impact, and coordinate with Engineering, DevOps, and Technical Operations.
• Mentor Tier 1 staff, collaborate with engineering and QA on defect validation, and support product and implementation teams.
• Analyze support trends, create knowledge‑base articles, and recommend product or process improvements.

Required profile

• Bachelor’s degree or diploma in Computer Science, Software Engineering, IT or equivalent experience.
• 2+ years of application development or technical support on web‑based/SaaS products.
• Strong analytical skills to diagnose issues using logs, data, and traffic analysis.
• Ability to work under SLA commitments and handle occasional after‑hours incidents.

Required skills

• Reading and correlating IIS/Azure logs.
• SQL querying (joins, filtering, aggregation, stored procedures).
• HTTP/HTTPS fundamentals and browser developer tools.
• Web technologies: HTML, CSS, JavaScript/jQuery.
• REST API testing with tools like Postman.
• Understanding of ASP.NET Web Forms, MVC request lifecycle.
• Git repository navigation.
• Azure resource monitoring (Application Insights, Azure Monitor).
• PowerShell scripting for diagnostics.