L2 Technical Support Engineer

L2 Technical Support Engineer

We are seeking a motivated and detail-oriented L2 Technical Support Engineer to join our customer support team. In this role, you will provide advanced technical assistance, resolve complex issues, and collaborate with our development and product teams to deliver exceptional customer satisfaction.

Responsibilities:

• Act as the primary escalation point for the L1 support team or direct end-users.
• Manage and resolve customer issues efficiently through support cases and various communication channels.
• Troubleshoot and resolve advanced technical issues promptly, ensuring minimal service disruption.
• Collaborate with development teams to identify and resolve software defects.
• Document resolutions, create knowledge base articles, and suggest process improvements to enhance support operations.
• Monitor and optimize the performance of customer-facing infrastructure hosted on AWS.
• Reproduce customer issues in staging environments to validate and test fixes.
• 
  Support customer onboarding by providing technical guidance and ensuring successful product adoption

Requirements

Essential Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 2+ years of experience in technical support, system administration, or a similar role.
• Strong understanding of:
• Python Flask applications
• React-based user interfaces
• MySQL databases
• Apex, Aura Framework/LWC, HTML, CSS, and JavaScript
• Salesforce Admin knowledge

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• Hands-on experience with AWS services (e.g., EC2, S3, RDS, CloudWatch).
• Proficiency in reading logs, querying databases, and working with REST APIs.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to multitask and prioritise tasks in a fast-paced environment.
• Flexibility to work in US shifts.

Preferred Skills

• Experience with CRM platforms such as Salesforce, Zoho, or HubSpot.
• Familiarity with logging and monitoring tools like BetterStack, ELK Stack, or New Relic.
• Knowledge of CI/CD pipelines and debugging deployment issues