Key Responsibilities
- Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
- Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause.
- Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
- Provide guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness.
- Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets.
- Maintain accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction.
- Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly.
- Contribute to internal playbooks to improve team's autonomy and reduce dependency on central teams.
Required Skills and Experience
- 2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments.
- Strong analytical and troubleshooting skills across application, network, and system layers.
- Ability to interpret logs, API responses, error traces, and configuration discrepancies.
- Experience working within structured support models or with cross-functional engineering teams.
- Excellent written and verbal communication skills, capable of translating technical findings into clear and actionable updates.
- High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards.
Nice to Have
- Familiarity with distributed systems, integrations, or workflow automation.
- Experience with SQL, scripting, or basic debugging.
- Exposure to support operations with large user populations and complex platform dependencies.
- Experience contributing to or improving internal knowledge systems.
Top Skills
What We Do
Welocalize accelerates the global business journey by enabling brands and companies to reach, engage, and grow international audiences. Welocalize delivers multilingual content transformation services in translation, localization, and adaptation for over 250 languages with a growing network of over 250,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our people work across offices in North America, Europe, and Asia serving our global clients in the markets that matter to them.
• Global team of 2,100+
• Offices in North America, Europe and Asia
• Quality Certifications: ISO 9001:2015, ISO/IEC 27001:2013, ISO 17100:2015, ISO 13485:2016, ISO 18587:2017
• Accredited professional translators and interpreters for 250+ languages
www.welocalize.com
