Technical Support Agent Level 2

Custodia is a UK‑based company founded in 2017, with a wider presence in North America, Europe, and Asia through direct operations and strategic partnerships.

Our key offering is the CC1 (Compliance Cloud One) service, which records, stores and normalises any type of communications data—phone, email, SMS, calls, Microsoft Teams, Whats App, WeChat, and many others—allowing organisations to communicate compliantly while gaining data‑driven insights from the data they already store.

As a Technical Support Agent (L2), you will provide advanced technical support for Custodia’s products and services, focusing on troubleshooting and resolving complex issues while escalating only the most advanced cases. You will work closely with the Tech Support Team Lead and other team members to ensure timely resolution of support requests, maintain high levels of customer satisfaction, and contribute to the overall operational efficiency of the technical support function.

• Resolve Level 2 technical support tickets, escalations, and incidents within defined SLAs.
• Diagnose and troubleshoot complex technical problems using system logs, monitoring tools, and issue documentation.
• Troubleshoot and resolve system and network issues, ensuring minimal downtime and optimal performance.
• Provide detailed root cause analysis for recurring issues and propose solutions to improve system stability.
• Perform intermediate‑level configurations, installations, maintenance and updates on Custodia’s hybrid cloud and on‑premises systems.
• Collaborate with the Tech Support Team Lead to refine troubleshooting methodologies and best practices.

• Monitor system performance and resource utilisation, identifying areas for optimisation.
• Ensure platform performance meets defined KPIs, escalating deviations when necessary.
• Assist in configuring, maintaining and updating infrastructure‑as‑code tools such as Terraform and Ansible.
• Support and maintain the CI/CD pipelines under the direction of senior engineers or team leads.
• Ensure all technical documentation is accurate and up‑to‑date for internal use.

• Communicate with customers to gather detailed information about technical issues and provide timely updates on case progress.
• Escalate unresolved or highly complex issues to Level 3 support or product teams, ensuring all relevant details are captured.
• Work collaboratively with the Customer Service Team to ensure seamless resolution of customer concerns.

• Actively participate in team meetings, training sessions and technical discussions to enhance overall team knowledge.
• Share insights and lessons learned from resolved incidents to help reduce repeat issues.
• Foster a culture of collaboration and teamwork to improve service delivery and team efficiency.

• Proactively identify opportunities to improve processes, tools and workflows for technical support.
• Provide input on alarming and threshold configurations to ensure optimal system monitoring.
• Contribute to building and maintaining a robust knowledge base for recurring issues and best practices.
• Participate in post‑incident reviews and contribute to implementing preventive measures to reduce similar issues.

• 2+ years of experience supporting IT enterprise‑level infrastructure or a related technical role.
• Strong knowledge of mixed Windows Server (2012‑2019) and Linux (Red Hat), SQL Server, networking and Active Directory.
• Familiarity with cloud environments (e.g., Azure, Google Cloud) and containerisation technologies (e.g., Docker, Kubernetes).
• Proficiency in scripting languages (e.g., Power Shell, Python, Bash).
• Experience working with ticketing systems and adhering to SLAs/KPIs.
• Exposure to voice‑recording platforms, IP networks or storage technologies is a plus.

• Basic understanding of CI/CD pipelines and infrastructure‑as‑code tools (e.g., Terraform, Ansible).
• Bachelor's degree in Computer Science, Information Systems or a related field, or equivalent work experience.
• Certifications such as ITIL…