escalate tickets at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Manager..assigned tickets Document troubleshooting steps and resolution details Know when to include the Incident Manager..You will work on 2nd line cases for the assigned OneSpan product(s)/services. 2nd line cases typically..The Application Support Specialist will work closely together with a team of assigned Product Specialists..1st line troubleshooting guide Create and submit knowledge articles Share knowledge for assigned product