Technical Support Engineer - Level 2

Our client, a leading provider of enterprise cloud solutions, is seeking a skilled and experienced Technical Support Engineer - Level 2 to join their distributed support team. This role is crucial for providing advanced technical assistance to our client's diverse customer base, ensuring seamless operation and rapid resolution of complex issues. While this position is fully remote, it requires a high degree of self-discipline, proactive communication, and the ability to collaborate effectively across virtual teams.

The ideal candidate will possess deep technical knowledge, a passion for troubleshooting intricate problems, and a commitment to delivering exceptional service. You will be working with cutting-edge cloud technologies, contributing directly to the stability and success of our client's platform. This is an exciting opportunity for a technically adept professional looking to advance their career in a remote-first environment, leveraging their expertise from anywhere.

We are particularly interested in candidates who demonstrate initiative and a strong drive for continuous learning in the fast-evolving tech landscape, contributing to our client's innovative spirit.

• Provide Tier 2 technical support for complex software and hardware issues reported by customers.
• Diagnose, troubleshoot, and resolve system, application, and network problems in a timely manner.
• Analyze support trends and recurring issues to identify root causes and recommend preventative solutions.
• Document technical solutions, procedures, and troubleshooting guides for internal and external knowledge bases.
• Escalate unresolved issues to Tier 3 support or engineering teams with detailed diagnostic information.
• Collaborate with cross-functional teams (e.g., development, QA, product management) to address product defects and enhancement requests.
• Participate in on-call rotation to provide after-hours support as needed.
• Manage and prioritize a queue of support tickets, ensuring all SLAs are met.
• Mentor and assist Tier 1 support engineers, sharing technical expertise and best practices.
• Stay current with product updates, industry trends, and new technologies relevant to our client's offerings.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support, systems administration, or a similar role.
• In-depth knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and cloud platforms (AWS, Azure, GCP).
• Proven experience troubleshooting complex software applications, databases, and integrations.
• Excellent analytical, diagnostic, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience with scripting languages (e.g., Python, Bash) is a strong plus.
• Ability to work independently, manage time effectively, and thrive in a remote work setting.
• Certifications such as CompTIA Network+, Security+, or cloud-specific certifications are highly desirable.
• Demonstrated ability to adapt to new technologies and learn quickly.

• Fully remote work arrangement with flexible working hours.
• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for advanced technical training and certifications.
• 401(k) or equivalent retirement savings plan with company match.
• Allowance for home office setup and ongoing internet costs.
• Engage with a global team and cutting-edge technologies.