Technical Support Engineer L2

About the Role

We are seeking a highly motivated and experienced Level 2 Technical Support Engineer to join our growing team. In this role, you will be responsible for providing advanced technical support to our customers, troubleshooting complex issues, and collaborating with our Level 3 and development team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for customer satisfaction.

Responsibilities

• Provide advanced technical support to customers via email, resolving complex technical issues related to our product and services.
• Troubleshoot reported issues, identifying root causes and implementing effective solutions.
• Collaborate with the Level 3 support team to escalate and resolve issues efficiently.
• Work closely with the Account Managers to provide detailed information regarding user cases
• Meet core Support team KPI & Metrics
• Identify trends in customer issues and provide feedback to product development for continuous improvement.
• Assist in training new support engineers and contribute to team knowledge sharing.

Qualifications

• 1+ years of experience in technical support, IT support, or a similar role.
• Proficiency in SQL queries
• Ability to read application logs and database error logs to diagnose issues.
• Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
• Exceptional communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience with CRM and ticketing systems (e.g., Zoho, Zendesk, Intercom).
• A strong customer-centric approach and a commitment to providing excellent service.

Work Schedule: This role requires providing customer support coverage during the afternoon shift, specifically from 2:00 PM PST onwards, to ensure timely assistance for our customers.