Technical Support Specialist

We are seeking a Technical Support Specialist (L2) to join a high-impact technical initiative supporting a next-generation Rich Business Messaging (RBM) ecosystem for a global technology leader and pioneer in cloud, mobile, and search platform infrastructure. In this role, you will act as the crucial bridge between external partner developers and core L3 engineering teams, diving deep into high-volume system logs to investigate complex technical failures, troubleshoot REST API integrations, and explain root causes to business-focused stakeholders.

Deep Technical Triage: Investigate, debug, and resolve high-tier technical queries and integration issues (aiming to resolve ~90% of queries without L3 escalation) using Postman, log analysis tools (Sherlock), and internal bug tracking systems (Buganizer). Partner Communication & Translating Tech: Summarize complex log findings and technical diagnostics into clear, professional, and business-friendly emails for external partners and developer teams. End-to-End Issue Ownership: Take full accountability for the issue lifecycle—from initial triage and reproducing bugs on physical Android/iOS devices to final resolution or bug escalation.

SLA & Incident Management: Adhere to strict SLAs for high-priority incidents (P0/P1) and provide real-time support during peak traffic periods and major messaging campaigns (handling volumes up to 2M+ messages). Engineering Evolution: Gradually evolve over a 9–12 month path to read, t