Job Title: L2 Support Specialist
Location: DHA Phase 8, Lahore
Job Summary: Responsible for providing Tier 2 (L2) support to our customers by researching, diagnosing, troubleshooting data & application issues and resolving incidents and providing support for
issues and other technical problems for our Algo platforms. This role is customer facing and requires excellent English verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical data issues.
Tier 2 Technical Support Specialists play a role as the front-line interface between our customers and the Product and Engineering teams and operate as a second level of support after basic user-level support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or customer requests in accordance with applicable service level agreements.
Job Responsibilities:
- Advanced Troubleshooting:
o Diagnose and resolve complex data issues between different data sources and application user workflows that
escalate from L1 support.
o Analyze, provide and interpret data to identify root causes of problems.
o Collaborate with engineering teams to resolve software bugs and data inconsistencies, customer success teams for training opportunities and product teams for software enhancements.
- Customer Support:
o Provide high-level support to customers regarding data-related inquiries and supply chain application issues.
o Communicate effectively with clients to understand their problems and provide timely
resolutions.
o Document and follow up on customer issues to ensure satisfaction.
- Data Management:
o Oversee data imports, exports, and integrations between systems.
o Ensure data accuracy and integrity across different platforms.
o Perform data validation and cleansing as needed.
o Assist in access requests, deploying new reports to PowerBI and starting/stopping Azure
services to meet SLAs.
- System Monitoring and Maintenance:
o Monitor automated master pipeline, inbound/outbound data feeds, job queue management
and customer files. If missing then create ticket, escalate to customer parties and post once received.
o Perform routine system checks and maintenance tasks to ensure optimal performance.
o Update and maintain knowledge base articles and documentation related to data support.
- Collaboration and Communication:
o Work with cross-functional teams including Development, QA, services and Product Management to address data-related issues.
o Provide feedback and insights on data-related features and application improvements.
o Participate in meetings to discuss ongoing issues and solutions.
- Training and Knowledge Sharing:
o Assist in training L1 support staff on advanced data troubleshooting techniques.
o Share knowledge and best practices with the team to improve overall support capabilities.
o Stay updated on industry trends and best practices in data management and SaaS solutions.
- Reporting and Analysis:
o Generate reports on data issues, trends, and resolution metrics.
o Analyze data to identify recurring problems and suggest preventive measures.
o Contribute to internal documentation and process improvement initiatives.
Qualifications Needed:
- Education & Experience:
o Bachelor’s degree in Computer Science, Information Technology, or a related field, or
equivalent work experience.
o 3-5 years of experience in data support, with a strong background in SaaS demand planning applications.
- Technical Skills:
o Proficiency in SQL and other data query languages.
o Experience with Azure DevOps ticketing tool or similar applicable tool.
o Familiarity with supply chain management concepts and software.
o Experience with customer support ticketing systems such as Happy Fox, Zendesk etc
- Soft Skills:
o Strong problem-solving and analytical skills.
o Excellent communication and interpersonal abilities.
o Ability to work independently and manage multiple priorities.
