Our Client 

Our client is a global powerhouse in Customer Experience Management (CXM), providing sophisticated SaaS solutions that bridge the gap between digital and physical business communications. With a footprint in over 90 countries, they empower enterprise clients to automate complex workflows using their industry-leading "Inspire" platform. They are a forward-thinking organization that prioritizes professional development, offering a clear certification path for technical experts.

Role Summary The L2 Technical Support Analyst acts as the high-level technical authority for the CXM platform. Positioned between front-line support and core engineering, you will take ownership of complex issues that require deep-dive diagnostics, log analysis, and cloud environment troubleshooting. This is a highly visible role requiring not only technical mastery of Azure and SaaS architectures but also the ability to lead customer calls and mentor L1 analysts.

Key Responsibilities

• Advanced Troubleshooting: Execute structured, hypothesis-driven diagnostics using Azure Monitor, Log Analytics, and Application Insights to resolve platform issues.
• End-to-End Ownership: Manage the full lifecycle of escalated tickets, ensuring no "drop-off" during global handoffs and maintaining strict SLA compliance.
• Technical Escalation: Prepare comprehensive escalation packages (reproduction steps, logs, environment details) for L3 and Development teams.
• Customer Leadership: Host screen-sharing sessions to gather requirements or walk clients through complex technical resolutions.
• Knowledge Leadership: Standardize resolutions by writing Knowledge Base articles and providing active mentorship to L1 colleagues.

Requirements

Background

• Graduated from Computer Science or relevant fields.
• Have at least 5 years of experience in Software Development, and at least 3 years of experience with Technical Support level 2.

Cloud & Infrastructure (Mandatory)

• Azure Expert: Must hold or be ready to obtain the Azure AZ-104 certification immediately. Proficiency in Azure Monitor and Log Analytics is essential.
• Networking & Security: Deep understanding of DNS, HTTP/S, SSL/TLS, and authentication protocols (OAuth).
• Containers: Functional knowledge of Docker and Kubernetes fundamentals.

Data & Application Layer

• SQL Proficiency: Ability to write complex JOINs and aggregations for data investigation.
• API & Logic: Expert at troubleshooting REST APIs (Postman) and reading structured data files (JSON/XML).
• OS Mastery: Comfortable navigating both Windows Server and Linux file systems for log retrieval.

Communication & Soft Skills

• English Command: Superior written and verbal English skills are required for lead-level customer interaction and asynchronous global collaboration.
• Structured Thinking: A methodical approach to problem-solving—eliminating variables systematically rather than guessing.

Learning Agility: Capable of achieving multiple "Inspire" application certifications within the first 6 months.

Hiring process

• Screening with Talent Partner
• 2 Technical Interviews
• Offer