Resolve standard and moderately complex technical support cases with clear ownership
Escalate complex technical problems to the appropriate teams with complete context
Create, maintain, and improve Knowledge Base (KCS) articles based on resolved cases
Review and approve L1 case updates to ensure accuracy and quality
Ensure consistent, high-quality customer communication throughout case resolution
Contribute to continuous improvement of support processes and documentation

Proven ability to diagnose and resolve technical issues across multiple product areas
Strong customer-facing communication skills in written and verbal formats
Structured, data-driven troubleshooting approach
Ability to prioritize and manage multiple cases while meeting SLA requirements
Experience documenting technical solutions clearly and accurately

Competitive compensation
Structured onboarding program and hands-on mentorship
Ownership of customer outcomes in a high-impact support environment
Opportunity to deepen technical expertise across product modules
Direct contribution to knowledge systems and process improvements
Clear career path to L3 through increased technical ownership and mentoring responsibilities

System Support Specialist

Key skills