L2 Support Operations Specialist

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

Jr. role--3+ years' experience.

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.

Role Overview

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.

The L2 Support Operations Specialist handles:

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

14:20-14:40pm Daily sync with a queue manager in JST

Handles mainly non-technical requests (Severity 1-4) to improve the products, designs, localizations, legal, regulations related

If needed, assign a ticket to an appropriate person or a lead in that team

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.

Required Skillsets

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

English required

Japanese preferred

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

Preferred skillsets

Capable of reading codes (Kotlin Multi-Platform, Swift, GraphQL, basic server languages) for debugging

Responsibilities

1. Queue Management & Triage

Monitor incoming Jira tickets across GCA and CABES on a daily basis for Non-Technical inquiries

Shift schedule: 10:00 am - 14:30 pm on weekdays in PT

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

2. Handling & Resolution

Own and resolve assigned non-technical tickets (Sev 1-4) end-to-end

Apply known fixes, workarounds, and build KBs

3. Dispatch & Routing

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

4. Escalation & SLO Management

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:

5. 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

6. Documentation & Continuous Improvement

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

Thanks

Harpreet

Email : Harpreet.kaur2@