What are the responsibilities and job description for the L2 Support Operations Specialist position at InfoStride?
L2 Support Operations Specialist
Client: Drivemode
Location: Mt. View, CA (5 days onsite)
Duration: 6 - Months
Work Schedule
Onsite Role: 5 days onsite in Mountain View, CA
Office Hours: 10am - 7pm
This isn't a Help Desk / Desktop support type of role. I know it can seem that way.
This is more of a Product Support role, supporting product, mobile app. The Client has an app, a lot of tickets coming in are non-technical and more product focused, rather mobile app/ product app. He triages to right person/group.
- Managed and triaged incoming service requests and incident tickets using Jira, ensuring accurate severity classification and proper routing to engineering, DevOps, or operations teams.
- Supported SaaS and mobile applications by triaging user reported issues, validating configurations, and coordinating resolution with engineering and product teams.
- Reviewed API responses, logs, and application behavior to distinguish technical versus non-technical issues and ensure accurate ticket routing and escalation.
- Acted as a coordination point between support, engineering, and product teams for escalated issues, ensuring tickets contained sufficient context, impact, and background before escalation.
- Investigated issues using logs, dashboards, and system data to identify root causes and prevent repeat incidents.
- Differentiated technical versus non-technical requests and resolved non-technical issues independently while escalating complex technical incidents through defined processes.
- Developed and maintained internal documentation, troubleshooting guides, and standard operating procedures to improve support consistency and efficiency.
- Built dashboards and reports to track system health, issue frequency, and operational trends.
- Supported after-hours incidents and independently handled time-sensitive situations while adhering to escalation and communication protocols.