Troubleshoot complex web applications, diagnosing and / or resolving issues reported by internal or external users, escalated by the Support Level 1 colleagues.

Provide clear steps to reproduce the diagnosed issues to development teams in charge of fixing the issues on different test environments.

Handle the communication with developers to provide correct scenarios to reproduce the issues, with clear information about the expected behavior.

Read documentation and handle communication with different company Business Units to clearly identify the functional definitions of the applications being troubleshooted.

Read and understand functional specifications to validate the expected behavior of a module or feature of a complex application.

Collaborate daily with the QA, support & development teams to ensure the quality of the delivered bugs & corrections.

Advocate for customer needs by sharing feedback with the development & business analysis organizations to continuously improve the product.

Deliver training and support to end-users.

Keep technical documentation and procedures up to date.

Ensure preventive maintenance and analyse application root cause issues.