Technical Support Specialist - L2

Role

Technical troubleshooting and incident ownership

• Resolve complex escalations involving SSO/identity federation, configuration, APIs, integrations, data integrity, performance, and environment-specific defects.
• Investigate undocumented issues, conduct root-cause analysis, and apply workarounds or fixes before engaging L3/engineering.
• Analyze application, server, and API logs; query databases; trace requests; reproduce issues; and establish whether an issue is client-specific, platform-wide, or a product defect.
• Create engineer-ready handoffs documenting reproduction steps, logs, root-cause hypotheses, impact, and attempted fixes.
• Determine incident severity, coordinate major incident response, assess impact, and communicate with clients.
• Identify ticket trends and drive problem records and permanent fixes with engineering/product teams.
• Own expertise for platform modules, integrations, or product lines, including validating fixes and releases.
• Support deployments, conduct post-deployment validation, investigate related incidents, and help DevOps/SRE assess impact and rollback decisions.
• Use cloud consoles, container logs, and CI/CD output to distinguish code, configuration, and infrastructure issues.

Client relationships and team enablement

• Own technical relationships with key accounts and high-visibility clients, including sensitive or executive-level situations.
• Lead client-facing technical calls and working sessions, set expectations, and manage communication through resolution.
• Partner with account/client success teams on recurring issues, churn risks, and root-cause summaries.
• Represent support in product, engineering, and customer-success discussions, including defect prioritization and release readiness.
• Maintain and improve the knowledge base, write advanced troubleshooting articles, and set L1/L2 documentation standards.
• Improve triage workflows, escalation criteria, and runbooks based on recurring failure patterns.
• Lead technical onboarding and training for L1/L2 staff; represent L2 in retrospectives, incident reviews, and process discussions.

Experience and technical qualifications

• 5–8 years in technical/application support, including at least 2 years at L2 or equivalent, with demonstrated growth in ownership.
• Track record handling escalated or high-visibility client issues; Arabic fluency is essential.
• Hands-on experience supporting deployments and releases, troubleshooting pipeline, container, or configuration failures, and working with DevOps/SRE.
• Experience mentoring, training, or informally leading support peers.
• Advanced enterprise-platform, Windows/Mac/Linux, and authentication knowledge, including SAML/OIDC SSO, MFA, role-based permissions, and identity providers.
• Proficiency in log analysis, administration/configuration tools, backend diagnostics, networking, and APIs.
• Intermediate SQL and basic scripting in PowerShell, Bash, or Python; ticketing, monitoring, and observability tool experience.
• Knowledge of SDLC and application support lifecycle, including release, deployment, and change management; experience maintaining SOPs and knowledge-base content.
• Working understanding of services, databases, integrations, and infrastructure to isolate issues across the stack.
• Knowledge of CI/CD, Git, containers, and a major cloud platform sufficient to interpret build/deployment logs and trace environment failures.
• Sound independent judgment, executive-ready communication, coaching, collaboration, calmness under pressure, and a root-cause-oriented approach.
• Comfort supporting managed SaaS and on-premises or air-gapped installations.

Preferred experience

• SaaS/platform support experience is preferred.
• Experience with the specific product or stack is preferred.

Why AI71

• Work on AI applications addressing real-world challenges in critical sectors.
• The employer describes competitive compensation, benefits, career growth opportunities, and a flexible working environment.