L2 Technical Support Engineer
New
O
OPSWATCybersecurity
Location: Timișoara, Timiș, Romania; title: L2 Technical Support Engineer (remote)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Strong spoken and written English.
- Experience
- At least 4 years of experience in providing customer support of technical software products or a technical helpdesk environment or a related field.
- Required Skills
- DockerKubernetesCI/CDLinuxTerraformAnsibleNetworking
Requirements
- Have a bachelor’s degree in computer science, a technical discipline, or equivalent experience.
- Have at least 4 years of experience supporting technical software products, working in a technical helpdesk environment, or working in a related field.
- Demonstrate strong knowledge of Windows and Windows Server.
- Have a foundation in basic networking concepts and basic knowledge of Linux.
- Be able to think logically, analyze logs, and troubleshoot computer software and IT-related issues.
- Have experience troubleshooting SCADA communications issues.
- Have hands-on understanding of Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, and monitoring and logging tools including Zipkin, Sentry, Prometheus, and the ELK stack.
- Have strong spoken and written English.
- Demonstrate customer-oriented communication, interpersonal, collaboration, and organizational skills.
Responsibilities
- Handle complex technical issues and escalations from Tier 1 support via phone, case system, and chat.
- Provide advanced troubleshooting for OPSWAT solutions using log analysis, system diagnostics, and network configurations.
- Conduct remote sessions with customers.
- Reproduce customer issues in lab environments and validate solutions and bug fixes.
- Evaluate issue complexity and escalate issues to Tier 3 support.
- Collaborate with Tier 1 and Tier 3 support and provide status updates in line with SLAs and commitments.
- Create and update knowledge-base content for customer self-service.
- Mentor Tier 1 support and contribute to support process improvement.
- Participate in professional services delivery and other requested projects and operations.
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