L2 Support Operations Specialist

Location: Mt. View, CA (Hybrid – 3 days onsite)

Contract: C2C Accepted (GC or USC preferred)

Duration: 6
- Months

Work Schedule: Hybrid: 3 days onsite in Mt. View, CA weekly;
Office

Hours:

10am - 7pm

Experience: Jr. role -- 3+ years' experience.

Role Focus: Handling tickets and using Jira as customer support rep. Managing the support ticket queue. SW or QA engineering background - someone who can read API, Kotlin, look at a clinical spec or code itself. Triage, debug or answer questions.

The L2 Support Operations Specialist is responsible for managing the support ticket queue by reviewing an inquiry and dispatching it to the right person to handle. This person handles inquiries/incidents for GCA and CABES services except technical support cases that should be handled by the Engineering team.

This role serves as the central coordination point between L1, L2 (IBM), L3 (Drivemode & HM), and product manager team, design team, legal team, QA team, ensuring that tickets are properly triaged, routed, resolved, and escalated according to severity and operational rules.

• Queue monitoring for inquiries and dispatch a ticket to the appropriate person
  • Queue monitor time: 10:00 am to 14:30 pm on weekdays in PT
  • 14:20-14:40 pm Daily sync with a queue manager in JST
• Handle mainly non-technical requests (Severity 1–4) to improve the products, designs, localizations, legal, regulations related
• Assign a ticket to an appropriate person or a lead in that team if needed
• Communicate with a customer proactively to get details to help proceed a request (via JIRA, Slack, Call)
• Analyze the data and improve operational processes and operations
• Work with Service Manager to keep the queues healthy and improve processes
• Ideally but not mandatory: investigate, triage and debug the issues (with certain technical skills)
• Severity 1 incidents & technical inquiries are escalated to one of three on-call engineers to be a triage according to the defined escalation process.
• Monitor incoming Jira tickets across GCA and CABES on a daily basis for Non-Technical inquiries
• Perform initial triage to confirm: severity level, technical vs. non-technical classification, correct product and ownership, ensure tickets include sufficient context (impact, urgency, background)
• Adjust severity when necessary and return tickets to L1/L2 with explanation if misclassified
• Own and resolve assigned non-technical tickets (Sev 1–4) end-to-end
• Apply known fixes, workarounds, and build KBs
• Route tickets to the appropriate teams (L3, 3rd party, PM, Design, QA, Vehicle, Legal)
• Ask Product Manager to reach out to HM vehicle team when product ownership is unclear
• Support cross-product and cross-region ticket coordination
• Monitor acknowledgment and response times against defined SLOs
• Escalate tickets via Jira and Slack when SLOs are breached and notify relevant stakeholders listed in Escalation process
• Support escalation flow for communication & coordination
• Act as a communication bridge between L1/L2, L3, Service Manager, Eng managers and HM
• Provide timely updates in Jira to ensure transparency
• Use Slack for operational communication when coordination is required
• Support smooth handover during daily and weekly on-call transitions
• Maintain accurate ticket history, investigation notes, and resolutions
• Identify recurring issues and propose improvements to SOPs, FAQs, or KBs
• Provide operational insights to the Service Manager for reporting and analysis
• Support process improvements related to ticket flow, triage, and escalation

• Experience in ITSM / Incident & Problem Management for +3 years
• Hands‑on experience with Jira or other support management tools (ticket workflows, priorities, escalation)
• Ability to distinguish and handle technical vs. non‑technical issues
• Familiarity with mobile applications, connected services, or automotive software
• Strong triage, prioritization, and coordination skills
• Clear written and verbal communication skills
• Ability to work calmly in a fast‑paced, operational environment
• Strong documentation and detail‑oriented
• High flexibility and a patient and capable of investigating an issue

• Capable of reading codes (Kotlin Multi‑Platform, Swift, Graph
  
  QL, basic server languages) for debugging