2nd Line Support Technical Specialist

About the roleThe 2nd Line Support Technical Specialist is responsible for managing and resolving complex Level 2 technical and operational issues for our customers within agreed service level agreements (SLAs).Primary ResponsibilitiesWork with customers to understand, diagnose, and address cases, including complex customer support, bugs, and defects.Manage and support complex incidents through problem record management.Provide expertise in API, Payment, and platform outage management.Promptly and efficiently address Level 2 customer inquiries escalated by Level 1.Take ownership of and resolve Level 2 technical and operational issues within agreed SLAs.Escalate to 3rd line support (Product Operations) when resolution is impeded by complexity or time constraints.Assess cases/incidents triaged by Level 1 for quality and provide guidance on resolution at Level 1 if applicable.Record, monitor, and prioritize incidents and service requests, ensuring prompt resolution and appropriate escalation.Enforce IT security policies and educate users on data security best practices.Maintain transparent communication with customers regarding requests and incident statuses.Collaborate with other teams and customers to resolve complex issues and improve service desk operations.Identify training needs and request knowledge articles for Service Desk ..... full job details .....