L2 Support Operations Specialist

L2 Support Operations SpecialistLocation: Mt. View, CA (Hybrid – 3 days onsite)Duration: 6- MonthsInterview Process: Two rounds (45 minutes each)Queue monitor time: 10:00 am to 7:00 pm on Monday through Friday in PT Monday through Wednesday onsite in Mountain ViewOverview Preferred skill sets :Capable of reading codes (GitHub, Swift, GraphQL, basic server languages) for debuggingRole Boundaries & NotesThis role does not replace the Service ManagerService Manager focuses on reporting, trend analysis, stakeholder communication to improve products and customer experienceL2 Support Operations Specialist focuses on execution, queue handling, and incident resolutionSeverity 1 incidents and technical inquiries are handled by L3 / On-call Engineers via PagerDuty.L2 plays a key role in ensuring visibility, correctness, and smooth communicationThe L2 Support Operations Specialist is responsible for managing the support ticket queue by reviewing an inquiry and dispatching it to the right person to handle.This person handles inquiries/incidents for GCA and CABES services except technical support cases that should be handled by the Engineering team.This role serves as the central coordination point between L1, L2 (external), L3 and product manager team, design team, legal team, QA team, ensuring that tickets are properly triaged, routed, resolved, and escalated according to severity and operational rules.The L2 Support Operations Specialist handles:Queue monitoring for non-technical inquiries and dispatch a ticket to the appropriate personHandles Non-technical requests to improve the products, designs, localizations, legal, regulations relatedIf needed, assign a ticket to an appropriate person or a lead in that team Communicate with a customer proactively to get details to help proceed a request (via JIRA, Slack) Analyze the data and Improve operational processes and operations Work with Service Manager to keep the queues healthy and improve processesKey Responsibilities1. Queue Management & Triage Monitor incoming Jira tickets across the application system and the back-end server on a daily basis for Non-Technical inquiries Shift schedule: 10:00 am - 19:00pm Monday through Friday in PTNon-Technical inquiries:Read the manual, feature requests, feedback to improve products, designs, legal related, local requirements, regulation, quality assurance related1. Perform initial triage to confirm:Severity level Technical vs. non-technical classification Correct product and ownership Conduct troubleshooting and make sure if an issue is reproducible Ensure tickets include sufficient context (impact, urgency, background, any error messages) Adjust severity when necessary and return tickets to L1/L2 with explanation if misclassified2. Handling & ResolutionOwn and resolve assigned non-technical tickets end-to-end Apply known fixes, workarounds, and build KBs3. Dispatch & RoutingRoute tickets to the appropriate teams (L3, 3rd party, PM, Design, QA, Vehicle, Legal) Ask Product Manager to reach out to HM vehicle team when product ownership is unclear Support cross-product and cross-region ticket coordination4. Escalation & SLOManagement Monitor acknowledgment and response times against defined SLOs Escalate tickets via Jira and Slack when SLOs are breached and notify relevant stakeholders listed in Escalation process Provide clear and concise context when escalating tickets5. Communication & CoordinationAct as a communication bridge between L1/L2, L3, Service Manager, Eng managers and counterparts in Japan and across the world Provide timely updates in Jira to ensure transparency Use Slack for operational communication when coordination is required Support smooth handover during daily and weekly on-call transitions6. Documentation & ContinuousImprovement Maintain accurate ticket history, investigation notes, and resolutions Identify recurring issues and propose improvements to SOPs, FAQs, or KBs Provide operational insights to the Service Manager for reporting and analysis Support process improvements related to ticket flow, triage, and escalation Build knowledge of products to share best practices with internal and external customersRequired Skillsets Experience in ITSM / Incident & Problem Management for 3+ years, and a total of customer support experience for 5+ yearsHands-on experience with Jira, PagerDuty or other Support management tools (ticket workflows, priorities, escalation) Ability to distinguish and handle technical vs. non-technical issuesHarpreetKindly share your resume on Harpreet.kaur2@infostride.com