Tier 2 Support Specialist

If you have a Candidate Login already, but have forgotten your password please use the steps to reset your password. If you have forgotten your email login, please contact servicedesk@welocalize.com subject Workday Candidate Login When creating your Workday account and entering personal information like name, address, please do not use ALL CAPS. Thank you! NOTICE: For Privacy Policy please review here Job Responsibilities: The Tier 2 Support Specialist operates as the technical backbone of our pod-based support model. Each pod is designed to provide deep expertise, faster resolution cycles, and end-to-end ownership of customer issues across our complex product ecosystem. Tier 2 specialists act as the escalation point, ensuring that advanced technical challenges are diagnosed quickly, solved effectively, and documented for continuous improvement. Key Responsibilities - Own all escalations passed from Tier 1 within your assigned team, troubleshooting complex product, integration, and system-level issues. - Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause. - Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage. - Provide guidance and coaching within the pod, supporting Tier 1 agents with knowledge, context, and coaching that strengthens pod effectiveness. - Identify recurrent patterns in escalations and collaborate with pod leads to drive improvements in tools, processes, and knowledge assets. - Maintain accountability for pod-level metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction. - Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly. - Contribute to internal playbooks to improve pod autonomy and reduce dependency on central teams. Additional Job Details: Required Skills & Experience - 2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments. - Strong analytical and troubleshooting skills across application, network, and system layers. - Ability to interpret logs, API responses, error traces, and configuration discrepancies. - Experience working within structured support models or with cross-functional engineering teams. - Excellent written and verbal communication skills, capable of translating technical findings into clear and actionable updates. - High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards. Nice to Have - Familiarity with distributed systems, integrations, or workflow automation. - Experience with SQL, scripting, or basic debugging. - Exposure to support operations with large user populations and complex platform dependencies. - Experience contributing to or improving internal knowledge systems. Success Looks Like - Strong technical leadership inside the pod with measurable improvements in Tier 1 accuracy and autonomy. - Reduced escalation volume and faster resolution cycles enabled by proactive analysis and process improvements. - High CSAT on complex cases and consistent delivery against pod KPIs. - Clear trend insights shared with engineering/product that influence roadmap or quality improvements. - Pod operates with increasing independence as Tier 2 strengthens internal expertise and documentation. Welocalize is a leading technology-enabled provider of translation, localization, and AI-driven content solutions, helping businesses communicate, innovate, and grow globally. Specializing in complex and regulated industries, Welocalize delivers precise, scalable multilingual content through a powerful combination of advanced AI technologies and expert human talent. At the core is Welocalize’s AI-enabled OPAL platform, which transforms translation workflows by integrating machine translation (MT) and large language models (LLMs) to provide fast, accurate, and culturally relevant content in over 300 languages. With a commitment to excellence, Welocalize holds 7 ISO certifications. Welocalize is headquartered in New York with offices all over the globe.