L2 Support Ops Specialist

Overview

On Site
$market rate
Accepts corp to corp applications
Contract - Independent
Contract - 6 month(s)

Skills

Issue Tracking
Technical Support
IBM
Network Layer
IT Service Management
Problem Management
Workflow
Mobile Applications
Collaboration
Communication
English
Japanese
Documentation
Attention To Detail
Kotlin
Swift
GraphQL
Debugging
Management
JIRA
SAP BASIS
Preventive Maintenance
Project Management
Performance Management
Legal
Quality Assurance
Physical Layer
Data Link Layer
IMG
SAINT
Technical Direction

Job Details

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 fA 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
    • 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

Preferred skillsets

  • Capable of reading codes (Kotlin Multi Platform, Swift, GraphQL, basic server languages) for debugging
Key Responsibilities 1. Queue Management & Triage
  • Monitor incoming Jira tickets across GCA and CABES on a daily basis for Non Technical inquiries
    • Shift schedule: 10:00 am - 14:30 pm on weekdays in PT except Drivemode's holidays
    • 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:
    • 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

Sandip Kumar
Sr. Tech Recruiter

Email:

Address:
505 Knolle Court
Saint Augustine, FL 32092

Telephone:
+1

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