IT TECHNICAL SUPPORT ENGINEERS (L2)

Technical Support Engineer, a Level 2 (L2) support role focuses on diagnosing, isolating, and resolving complex technical issues related to their Critical Event Management (CEM) platform.

Key Responsibilities
• Incident Resolution: Isolate, diagnose, and reproduce complex technical issues escalated from L1, maintaining high uptime and performance of SaaS products.
• Technical Investigation: Review record configurations, API integrations, and automation logic (triggers/workflows/templates) to resolve issues.
• Customer Communication: Provide prompt, accurate feedback to customers, maintaining a professional and urgent tone.
• Documentation: Maintain detailed records of all troubleshooting steps in a CRM/ticketing system and create articles for the public knowledge base.
• Escalation Management: Liaise with engineering teams to provide detailed technical notes for unresolved or severe bugs.

Required Qualifications & Skills
• Education: Degree in Computer Science, Engineering, Telecommunications, or equivalent experience.
• Experience: 2–5 years of experience in a technical, customer-facing support role.
• Technical Proficiencies:
- Strong troubleshooting skills in SaaS environments.
- Understanding of APIs and SSO (Single Sign-On) technology.
- Knowledge of PC, networks, and web browsers.
- Basic knowledge of relational databases and HTML.
• Soft Skills: Ability to work in a team, prioritize tasks, and exercise independent judgment.

Preferred Qualifications
• Experience with Linux/Unix production environments.
• Familiarity with scripting languages such as Python or Bash.
• Experience with monitoring systems like DataDog or SumoLogic.