Technical Support Lead – L2
What will you create and do
We are looking for a Technical Support Lead – L2 to drive resolution of complex technical issues across APIs, integrations, CRM platforms, and messaging systems.
This role requires a strong technical background and a hands-on approach to troubleshooting. You will work closely with Support, Engineering, and Product teams to ensure high-quality issue resolution while building scalable support processes.
What will qualify you for this role
Key Responsibilities
Technical Troubleshooting & Resolution
- Own and resolve complex L2 issues across integrations, APIs, and workflows
- Perform deep debugging across systems, data flows, and architecture
- Identify root causes and implement long-term solutions
- Ensure issues are documented and reproducible before escalation
L2 Support Delivery
- Handle high-severity and escalated tickets
- Ensure SLA adherence with high-quality resolution
- Improve L1 issue triaging and resolution capability
- Support critical customer issues with strong ownership
Technical Leadership
- Act as a technical expert and escalation point
- Guide team members on complex troubleshooting scenarios
- Drive best practices in debugging, RCA, and documentation
Cross-Functional Collaboration
- Collaborate with Engineering, Product, and QA teams
- Translate customer issues into actionable technical inputs
- Support Customer Success and Sales in technical discussions
Process & Continuous Improvement
- Improve support processes, runbooks, and documentation
- Drive RCA practices and reduce repeat issues
- Identify trends and recommend system/process improvements
- Enable scalable and efficient support models
Customer Communication
- Communicate effectively during critical issues and escalations
- Ensure clarity, confidence, and ownership in interactions
Must-Have
Required Skills & Qualifications:
- 6–7 years of experience in technical support, development, or solution delivery
- Strong experience with APIs, integrations, and CRM platforms
- Hands-on experience with automation workflows
- Experience with messaging systems (SMS, WhatsApp preferred)
- Strong troubleshooting and debugging skills
- Experience handling escalations and critical incidents
- Experience mentoring or guiding team members
Preferred
- Experience in SaaS or technology companies
- Exposure to Salesforce, Zoho, or similar CRM tools
- Background in development or technical solutioning
- Experience with automation and scalable support models
Key Competencies
- Strong analytical and problem-solving skills
- High ownership and accountability
- Process-driven mindset
- Ability to work under pressure
- Excellent communication skills
- Detail-oriented approach
Education
- Bachelor's degree in Engineering, Computer Science, IT, or related field
- Equivalent practical experience will also be considered
Key Metrics Of Success
- Resolution time for L2 and critical issues
- SLA adherence
- Reduction in repeat issues
- Quality of RCA and documentation
- Customer satisfaction during escalations
About Conversive (SMS Magic)
Founded over 10 years, we've become a trusted messaging leader for businesses around the world. We work with global customers across industries including contact centers, financial services, higher education, retail, staffing, wellness, and more. Our customers range from SMBs to large enterprises.
Our commitment:
to deliver the most advanced, simple-to-use messaging platform so businesses can focus on meaningful customer engagement.
If you can confidently demonstrate that you meet the criteria mentioned above, please contact us.
SMS Magic is committed to inclusiveness, fairness, and accessibility. We encourage all qualified candidates to apply.
Read More About Us
https://beconversive.com/
https://www.sms-magic.com
We are an ISO 27001:2013 compliant organization and emphasize information security of our clients. 
