Provides Level 2 bilingual technical support for a SaaS credentialing platform serving higher education and international customers. Responsibilities include troubleshooting complex issues, monitoring logs, modifying templates, testing fixes, coordinating with development and SRE teams, documenting solutions, translating Canadian French materials, and improving support processes. The role requires fluent English and French, SQL and database knowledge, application and server log analysis, strong customer service, and technical problem-solving skills.