Senior Specialist

The Senior Support Specialist is a technical leader within the support organization, responsible for resolving complex technical issues, leading critical incident management, mentoring support team members, and driving continuous improvement across support processes. The role requires strong system-level expertise, cross-functional collaboration, and a proactive approach to improving service quality, stability, and efficiency.

• Own and resolve high-impact and complex technical issues with minimal service disruption.
• Perform in-depth root cause analysis (RCA) and collaborate with Product and Development teams to implement long-term fixes.
• Develop and standardize advanced troubleshooting methodologies for recurring and escalated issues.
• Act as the final escalation point and lead technical war rooms.
• Implement monitoring and performance analysis to proactively identify system risks.

• Lead high-priority incident response and coordinate cross-functional resolution efforts.
• Serve as the primary technical contact for stakeholders during major incidents.
• Improve incident escalation processes and communication workflows.
• Conduct post-incident reviews and ensure corrective actions are implemented.
• Identify and mitigate operational risks related to system stability and performance.

• Participate in critical client calls to provide technical guidance, updates, and resolution plans.
• Act as a trusted technical advisor for key customers and internal stakeholders.
• Ensure ticket resolution or workarounds meet SLA commitments.
• Track and report SLA performance through weekly dashboards and reports.
• Proactively communicate potential service impacts and improvement initiatives.

• Mentor junior and mid-level Support Specialists in advanced troubleshooting techniques.
• Design and deliver technical training sessions to upskill the support team.
• Maintain and enhance internal knowledge bases with complex troubleshooting documentation.
• Promote a culture of continuous learning and knowledge sharing.
• Leverage AI-driven documentation and knowledge tools to improve resolution speed and accuracy.

• Identify and implement automation to reduce manual support effort.
• Collaborate with Dev Ops on self-healing mechanisms, monitoring, and alerting.
• Optimize ticketing and tracking workflows to improve response and resolution times.
• Use AI-driven diagnostics to enhance root cause identification.

• Work closely with Development teams to highlight recurring issues and supportability improvements.
• Partner with Dev Ops, Infrastructure, and QA teams to ensure reliability, scalability, and quality.
• Support deployment and release strategies to minimize production impact.
• Advocate for support-focused enhancements in product roadmaps.
• 5+ years of experience in technical support, system analysis, or a related role.
• Strong expertise in system architecture, infrastructure, and troubleshooting.
• Proven experience leading high-severity incidents and escalations.
• Experience with monitoring tools, automation, and performance analysis.
• Strong leadership, mentoring, and communication skills.
• Degree in Computer Science, IT, or related field.
• Familiarity with ITIL, You Track, SQL, Python, Freshdesk, Jira, or automation tools.