Level 2 Support Specialist (m/w/d)
Core
Level 2 Support Specialist handling complex technical escalations, data migrations, and API requests for Phorest Salon Software.
Role type
Senior IC technical support specialist (SaaS)
Builds
Cloud-based salon management software for beauty and hair salons
Domain
Beauty industry / SaaS / IT Support
Deliverable
client delivery
Required skills
SQL, API integration, structured problem analysis, data migration, SLA management, technical troubleshooting
Preferred skills
Excel, beauty industry experience
Technologies
SQL, API, Excel
Responsibilities
Manage and coordinate technical escalations from L2 to L3, validate priority and impact for triage, ensure SLA compliance, independently resolve critical incidents affecting software usability, support data migrations and API-related data exports, coach L1 support specialists, contribute to knowledge base quality.
Seniority
Mid-level, hands-on IC