• Review support tickets to see what has already been accomplished by the Level 1 tech and make note of how long they have been working with the particular customer • Prioritize the troubleshooting process and properly manage time • Ensure policy, organization, and device configuration were verified by L1 • Attempt to reproduce all issues and gathering supporting data, logs, screenshots, etc. • Verify accurate integration configuration • Gather all information needed for cases of bug escalation as provided by customer • Reproduction of issues like scheduled actions not triggering, patch failures, remote connection failures, etc. • If the issue is an existing one, find out if there is a solution or a workaround, then tell the customer how to fix their problem • If there is not solution, as it’s an open bug or maybe require further investigation, gather all the required data and inform Level 3 or the ticket • Must be able to work a set schedule with rotating on-call duties during weekend every ~2 months with limited hours/scope • Prompt, accurate follow-up to tickets and support calls • Ability to flourish under limited supervision • Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases • Create and deliver product or technology training to internal and external partner teams (frontline tech support reps, resellers, distributors, etc.) • Share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles)