As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. Your work directly supports customer satisfaction, retention, and long-term relationship strength. Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders Support in the development and documentation of processes and best practices to provide support for customers and product end users Demonstrated ability to effectively explain technical issues to non-technical audiences Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require Mentor and support level 1 and level 2 technical support specialists Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings