South Africa: Technical Support Specialist (System Support) posted by abc worldwide

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 youll handle a variety of moderate to advanced level complexity technical issues escalated from L1, focusing on application-specifi c troubleshooting, error replication, documentation and escalation to L3.

Documentation and replication will be a key component of the L2 specialist and while scope will not be limited to just application alone; your key tasks will include monitoring environmental health, confi guration, updates, creating and maintaining IT ops document repositories, KEDB (known error database), and validating third-party integrations.

Youll also play a critical role in triaging issues, gathering additional information, clearly documenting investigation fi ndings, applying interim solutions, and escalating valid code-level issues to L3 with full documentation and artefacts.
Key Responsibilities:

Key Responsibilities:

L2 Activities

Root Cause Investigation (RCA)
Analyze backend logs, crash reports (e.g., Firebase Crashlytics), and API response codes as well as exceptions thrown.

App Troubleshooting
Investigate payment gateway responses, backend/API issues, voucher errors, and more.

Config Management
Adjust CMS entries, access permissions, or feature fl ags without requiring code changes.

Database Queries
Run read-only queries to check transactions, balances, profi les, 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 specifi c user data.

Interim Workarounds
Apply short-term fi xes 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 communicatorespecially when brokering between L1 and L3 teams.
? Experience working in ITIL-driven or enterprise support environments.