Tier 2 Support Specialist

Requirements

• Familiarity with distributed systems, integrations, or workflow automation.
• Experience with SQL, scripting, or basic debugging.
• Exposure to support operations with large user populations and complex platform dependencies.
• Experience contributing to or improving internal knowledge systems.
• Success Looks Like
• Strong technical leadership inside the pod with measurable improvements in Tier 1 accuracy and autonomy.
• Reduced escalation volume and faster resolution cycles enabled by proactive analysis and process improvements.
• High CSAT on complex cases and consistent delivery against pod KPIs.
• Clear trend insights shared with engineering/product that influence roadmap or quality improvements.
• Pod operates with increasing independence as Tier 2 strengthens internal expertise and documentation.

Additional Information

If you have a Candidate Login already, but have forgotten your password please use the steps to reset your password. If you have forgotten your email login, please contact servicedesk@welocalize.com subject Workday Candidate Login When creating your Workday account and entering personal information like name, address, please do not use ALL CAPS. Thank you! NOTICE: For Privacy Policy please review here Job Responsibilities: The Tier 2 Support Specialist operates as the technical backbone of our pod-based support model. Each pod is designed to provide deep expertise, faster resolution cycles, and end-to-end ownership of customer issues across our complex product ecosystem. Tier 2 specialists act as the escalation point, ensuring that advanced technical challenges are diagnosed quickly, solved effectively, and documented for continuous improvement. Key Responsibilities - Own all escalations passed from Tier 1 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 pod, supporting Tier 1 agents with knowledge, context, and coaching that strengthens pod effectiveness. - Identify recurrent patterns in escalations and collaborate with pod leads to drive improvements in tools, processes, and knowledge assets. - Maintain accountability for pod-level 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 pod autonomy and reduce dependency on central teams. Additional Job Details: Required Skills & Experience - 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.

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Company Intel

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