Business Analysts can fit the L2 role. Where I work, they are the interface between the end users and the developers. They usually come from the either the bu

Business Analysts can fit the L2 role. Where I work, they are the interface between the end users and the developers. They usually come from the either the business side or the support center. And if they came from the support center, they usually have prior experience as an end user. However, I can see how that wouldn't work out for all industries.