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Technical Support Specialist (System Support)

Technical Support Specialist (System Support)

ABC WorldwideOregon, WI, US
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Overview

Job Title : Level 2 (L2) — Technical Support Specialist (System Support)

Location : Remote / South Africa

Availability : 24x7x365 via structured on-call rotation (1 week on / 1 week off)

Reports to : Support Lead / Service Delivery Manager

Role Overview : As a Level 2 Technical Support Specialist you'll handle a variety of moderate to advanced level complexity technical issues escalated from L1, focusing on application-specifi c troubleshooting, error replication, documentation and escalation to L3.

Documentation and replication will be a key component of the L2 specialist and while scope will not be limited to just application alone; your key tasks will include monitoring environmental health, confi guration, updates, creating and maintaining IT ops document repositories, KEDB (known error database), and validating third-party integrations.

You'll also play a critical role in triaging issues, gathering additional information, clearly documenting investigation fi ndings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.

Responsibilities

  • Root Cause Investigation (RCA) - Analyze backend logs, crash reports (e.g., Firebase Crashlytics), and API response codes as well as exceptions thrown.
  • App Troubleshooting - Investigate payment gateway responses, backend / API issues, voucher errors, and more.
  • Config Management - Adjust CMS entries, access permissions, or feature fl ags without requiring code changes.
  • Database Queries - Run read-only queries to check transactions, balances, profi les, or session records.
  • Integration Testing - Validate functionality involving external systems (e.g., SMS, OTP, CRM, payments).
  • Estate Management - Check app backend health, portal services, auth servers, and middleware status.
  • Bug Reproduction - Reproduce bugs in lower environments using app versions and specifi c user data.
  • Interim Workarounds - Apply short-term fi xes while awaiting code-level resolution.
  • Incident Resolution - Resolve technical issues not requiring code changes or deployments.
  • Escalation to L3 - Raise detailed tickets with logs, replication steps, and suspected root cause.

Skills & Qualifications

  • 3+ years in technical support or application support roles.
  • Moderate understanding of incident management at level 2 leading to level 3.
  • Strong knowledge of web and mobile ecosystems.
  • Capability to work with backend and associated systems.
  • Familiarity with log analysis, SQL (read-only), API testing, and integration validation.
  • Clear, concise communicator—especially when brokering between L1 and L3 teams.
  • Experience working in ITIL-driven or enterprise support environments.

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