• As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. • You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. • You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. • Your work directly supports customer satisfaction, retention, and long-term relationship strength. • Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders • Support in the development and documentation of processes and best practices to provide support for customers and product end users • Demonstrated ability to effectively explain technical issues to non-technical audiences • Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require • Mentor and support level 1 and level 2 technical support specialists • Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings

• Manage a daily workflow of managing live chats, new and open tickets • Running screenshares with users to determine next steps on resolutions • Respond to inbound live chats and emails within an acceptable timeframe • Manage a queue of tickets with competing priorities • Investigate and resolve inbound tickets through various means • Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible • Escalate tickets when appropriate • Balance the needs of the business and the customer to prioritise enquiries appropriately • Provide consistent and regular updates to users on any active issues they’re experiencing • Meet all SLAs and goal targets set out by your leader

• Own the support experience for our most complex integration tickets, setting the quality bar, and coaching the team on troubleshooting best practices • Serve as a primary escalation point for the integrations support squad, participating in on-call and acting as the incident commander who drives complex issues to resolution • Lead root cause analysis and technical debugging for production issues across our integrations platform by diving into application logs, troubleshooting REST and GraphQL APIs, and investigating cloud infrastructure issues across environments • Own operational excellence for the integrations support squad by monitoring key performance metrics (ticket lead time, resolution rates), leading incident retrospectives to identify systemic issues, and driving continuous process improvements that reduce escalation volume and improve platform stability • Build and maintain internal knowledge bases, troubleshooting runbooks, and documentation that enable the broader support team to resolve common integration issues independently, reducing escalation volume and accelerating time-to-resolution • Act as a bridge between support and software engineering, building deep domain knowledge on integrations and customer environments to drive platform improvements • Act as the technical bridge between support and Customer Success, providing clear, proactive updates on incident status, impact, and resolution timelines so CSMs can keep customers informed and confident throughout complex escalations • Surface patterns and pain points from support tickets back to Engineering and Product to inform technical strategy and roadmap priorities

• Perform data analysis and troubleshooting on open incident / issue • Explore the data and understand if any discrepancy is found • Document, communicate and analyze data discrepancy • Knowledge of operational processes (e.g. ITIL) • Identify any issue on programming code and provide the technical solution/workaround • Effectively articulate findings or results, data trends and able to come up conclusions • Create SQL database queries to verify published data requests, retrieve specific data sets and results as needed for validation purposes