Level 2 Support Specialist

Welo Data works with technology companies to provide datasets that are high-quality, ethically sourced, relevant, diverse, and scalable to supercharge their AI models. As a Welocalize brand, WeloData leverages over 25 years of experience in partnering with the world’s most innovative companies and brings together a curated global community of over 500,000 AI training and domain experts to offer services that span:

ANNOTATION & LABELLING: Transcription, summarization, image and video classification and labeling.
ENHANCING LLMs: Prompt engineering, SFT, RLHF, red teaming and adversarial model training, model output ranking.
DATA COLLECTION & GENERATION: From institutional languages to remote field audio collection.
RELEVANCE & INTENT: Culturally nuanced and aware, ranking, relevance, and evaluation to train models for search, ads, and LLM output.

Want to join our Welo Data team? We bring practical, applied AI expertise to projects. We have both strong academic experience and a deep working knowledge of state-of-the-art AI tools, frameworks, and best practices. Help us elevate our clients' Data at Welo Data.

Overview

The Technical Support specialist operates as the technical backbone of our support model. Each team is designed to provide deep expertise, faster resolution cycles, and end-to-end ownership of customer issues across our complex product ecosystem. Technical Support specialists act as the escalation point, ensuring that advanced technical challenges are diagnosed quickly, solved effectively, and documented for continuous improvement.

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.