At the forefront of technical product support, we seek a skilled professional to excel in our Tier II Application Support role. With a customer-centric approach and cutting-edge technologies driving innovation, our team fosters collaboration and knowledge-sharing. Key Responsibilities: - Deliver comprehensive technical assistance for complex issues escalated by initial application support teams. - Identify and troubleshoot system performance, connectivity, and software-related issues through meticulous analysis and problem-solving skills. - Analyze logs and metrics to assess application health and proactively address potential problems before they escalate. - Collaborate with and escalate severe issues to development or infrastructure teams to ensure seamless communication and resolution. - Maintain and develop technical documentation and knowledge base articles to facilitate learning and growth within the organization. - Stay updated on product knowledge and changes to effectively provide ongoing support and ensure optimal performance. - Identify opportunities to enhance customer experience and provide constructive feedback to product and development teams to inform strategic decision-making. Requirements: - 3-5 years of experience in a technical support role or similar position, with a proven track record of troubleshooting and resolving complex system issues. - Experience working with web-based applications, APIs, and databases, as well as familiarity with scripting and automation tools. - Strong analytical and problem-solving skills, with excellent communication and collaboration abilities. - Experience with logging observability systems (e.g., Coralogix) and ticketing systems is highly desirable. - Knowledge of scripting or programming languages for log analysis is an asset, but not required. - Excellent time management and organizational skills, with the ability to work independently and as part of a team.