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InfoStride · 8 hours ago

L2 Support Operation Specialist

United States

Contract

Remote

Mid Level

3+ years exp

InfoStride is seeking an L2 Support Operations Specialist who will manage the support ticket queue and ensure inquiries are dispatched to the appropriate personnel. The role involves coordinating between various teams to triage, route, resolve, and escalate tickets according to operational rules.

Cloud ManagementCyber SecurityDevOpsDigital MarketingInformation TechnologyMobile AppsQuality AssuranceSoftwareWeb Development

Responsibilities

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: Sev 1–3 → Manager / Sr. Manager, Sev 4 → Queue review and prioritization

Provide clear and concise context when escalating tickets

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

Qualification

ITSM / Incident ManagementJiraTriagePrioritizationMobile applications familiarityClear communicationPatienceBasic coding knowledgeEnglishJapaneseDetail-orientedFlexibilityCalm under pressureDocumentation skills