L2 Support Ops SpecialistStellent IT LLC • Mountain View, CA, United States
L2 Support Ops Specialist
Stellent IT LLC • Mountain View, CA, United States
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[job_card.job_description]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 Capable of reading codes (Kotlin Multi Platform, Swift, GraphQL, basic server languages) for debugging Monitor incoming Jira tickets across GCA and CABES on a daily basis for Non Technical inquiries Non Technical inquiries : Read the manual, feature requests, feedback to improve products, designs, legal related, local requirements, regulation, quality assurance related Perform initial triage to confirm : 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 1 321-641-0093
Job Title;- L2 Support Operations Specialist
Job Location : - Mount View CA (Hybrid)
Long Term Contract
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.
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
Preferred skillsets
Key Responsibilities 1. Queue Management & Triage
Shift schedule : 10 : 00 am - 14 : 30 pm on weekdays in PT except Drivemode's holidays
Severity level
Sandip Kumar
Sr. Tech Recruiter
Email :
sandip@stellentit.com
Address : 505 Knolle Court
Saint Augustine, FL 32092
Telephone :
www.stellentit.com
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