Thank you for your feedback.
You can do it with Triggers and custom statuses.
You can add new statuses. For example, Level 2, Level3.
Then create a new trigger that checks if a status is changed to Level 2, and assigns a ticket to some person or even SharePoint Group. Alternatively, you can just send an email message from the trigger.
An example of ticket assignment from a trigger
Please let me know if you have any questions about implementation.