Level 2 Support Specialist

About Welo Data

Welo Data, a Welo Global brand, is the multilingual data and evaluation partner for foundation labs and enterprises deploying GenAI systems globally. They deliver the human judgment, data infrastructure, and evaluation systems that ensure AI models perform reliably across languages, cultures, and real-world contexts, at every stage from training through deployment. Its global network of 500,000+ vetted experts spans 300+ languages and locales, enabling high-quality multilingual data creation and structured model evaluation across the full spectrum of modern AI applications — from large language models and voice and speech systems to agentic workflows and robotics and embodied AI. This breadth of linguistic, cultural, and domain expertise enables Welo Data to address critical AI development challenges, including safety, bias, inclusivity, and cross-lingual reliability. A unified global operating model, led by specialized program and quality experts and grounded in assessment-driven talent selection, localized rubrics, and continuous calibration, ensures consistent performance across languages, domains, and modalities. Underpinning all of this is NIMO™ (Network Identity Management and Operations), Welo Data's proprietary identity and fraud-prevention framework. Built to maintain data integrity and workforce trust across a global contributor base, NIMO combines advanced verification, continuous monitoring, and structured QA to ensure every dataset is accurate, traceable, and culturally grounded. welodata.ai

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.