Level 2 Technical Support Engineer
About the Role
We are expanding our Technical Support team and are looking for a highly motivated and experienced Level 2 Technical Support Engineer to join us. In this role, you will provide advanced technical support to our customers, troubleshoot complex issues, and work closely with our Level 3 Support and Development teams.
The ideal candidate has a strong technical background, excellent problem-solving skills, and a genuine passion for delivering high-quality customer support. This is a great opportunity to grow alongside a scaling team and make a meaningful impact as we continue to improve and expand our support services.
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
- 3+ 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 4:00 PM PST onwards, to ensure timely assistance for our customers.