ABC Worldwide is hiring: Technical Support Specialist (System Support) in Oregon

Overview

Job Title: Level 2 (L2) — Technical Support Specialist (System Support)
Location: Remote / South Africa
Availability: 24x7x365 via structured on-call rotation (1 week on / 1 week off)
Reports to: Support Lead / Service Delivery Manager

Role Overview: As a Level 2 Technical Support Specialist you’ll handle a variety of moderate to advanced level complexity technical issues escalated from L1, focusing on application-specific troubleshooting, error replication, documentation and escalation to L3. Documentation and replication are a key component of the L2 role. Your scope will include monitoring environmental health, configuration, updates, creating and maintaining IT operations document repositories, KEDB (known error database), and validating third-party integrations. You’ll also play a critical role in triaging issues, gathering information, documenting investigation findings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.

Responsibilities

• Root Cause Investigation (RCA): Analyze backend logs, crash reports (e.g., Firebase Crashlytics), API response codes, and exceptions.
• App Troubleshooting: Investigate payment gateway responses, backend/API issues, voucher errors, and related problems.
• Config Management: Adjust CMS entries, access permissions, or feature flags without requiring code changes.
• Database Queries: Run read-only queries to check transactions, balances, profiles, or session records.
• Integration Testing: Validate functionality involving external systems (e.g., SMS, OTP, CRM, payments).
• Estate Management: Check app backend health, portal services, auth servers, and middleware status.
• Bug Reproduction: Reproduce bugs in lower environments using app versions and specific user data.
• Interim Workarounds: Apply short-term fixes while awaiting code-level resolution.
• Incident Resolution: Resolve technical issues not requiring code changes or deployments.
• Escalation to L3: Raise detailed tickets with logs, replication steps, and suspected root cause.

Skills & Qualifications

• 3+ years in technical support or application support roles.
• Moderate understanding of incident management at level 2 leading to level 3.
• Strong knowledge of web and mobile ecosystems.
• Capability to work with backend and associated systems.
• Familiarity with log analysis, SQL (read-only), API testing, and integration validation.
• Clear, concise communicator—especially when broker between L1 and L3 teams.
• Experience working in ITIL-driven or enterprise support environments.