L2 Technical Support
Core
Act as the primary technical escalation point for complex troubleshooting, coordinating with L3 or vendor teams to resolve customer and technician issues.
Role type
L2 Technical Support Engineer
Builds
Resolved technical cases and maintained system stability for customers and field technicians
Domain
IT Support / Customer Engagement
Deliverable
client delivery
Required skills
hardware and software troubleshooting, structured problem-solving, multitasking, SLA compliance, QA adherence, case progression management
Preferred skills
none stated
Technologies
none stated
Responsibilities
Manage complex troubleshooting and coordinate with L3 or vendor teams; Handle inbound and outbound interactions via phone, email, and case/ticket updates; Ensure consistent daily ticket progression with clear, updated notes; Partner with Incident Coordinators to triage and assign incoming cases; Stay informed of product updates, system changes, and policy revisions
Seniority
Individual Contributor
