Technology Support Representative II

The Technology Support II role owns complex technical issues and incidents end‑to‑end, ensuring system stability, risk mitigation, and customer trust. This role applies advanced diagnostics and systems thinking while leading incident triage, coordinating cross‑functional response, and serving as the primary bridge between GlobalCare and Engineering, Product, and Platform teams. The position plays a critical role in translating technical findings into business impact and institutionalizing learning across the support model.Main ResponsibilitiesOwn complex issues and incidents end‑to‑end, ensuring stability, risk mitigation, and customer trustLead incident triage and coordination, driving urgency, clarity, and accountability across teamsApply systems thinking and advanced diagnostics to identify root cause and prevent recurrenceAct as the primary liaison between GlobalCare and Engineering, Product, and Platform teams, influencing priorities and outcomesTranslate technical findings into business impact, trends, and actionable insightsMaintain clear, consistent communication with all stakeholders throughout the incident lifecycleBuild and maintain knowledge base articlesCoach teams in real time during active incidents to improve capability and outcomes