Role Mission:
To act as the core investigation and problem-solving engine for the support team. This role is responsible for conducting in-depth troubleshooting of complex technical issues escalated from Tier 1, identifying the root cause, and either resolving the issue or providing the engineering team with the detailed analysis needed for a bug fix.
Key Responsibilities:
- Escalation Point: Take ownership of complex technical issues escalated from the Tier 1 team that require advanced investigation.
- Root Cause Analysis: Perform deep-dive troubleshooting to identify the source of application, network, and configuration issues.
- Issue Replication: Replicate client-reported issues in a controlled test environment to isolate bugs and verify system behavior.
- Bug & Feature Escalation: Collaborate with the Business Analyst and Engineering teams to write clear, detailed bug reports and provide context for potential feature enhancements.
- Documentation & Process Improvement: Develop and refine support documentation, runbooks, and knowledge base articles for complex issues, empowering the Tier 1 team and improving overall resolution time.
- Client Communication: Communicate technical workarounds and resolutions to clients in a clear, understandable manner when required.