Technical Support Engineer 2
New
J
JobgetherEnterprise software
Based in the United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 2 years of professional experience in a technical support, software support, or similar IT troubleshooting role.
- Required Skills
- SQLJavaRESTful APIsLinuxTechnical support
Requirements
- At least 2 years of professional experience in technical support, software support, or a similar IT troubleshooting role.
- Understand web-based technologies, database concepts, and operating systems.
- Have experience diagnosing software application issues in enterprise environments.
- Be familiar with Linux environments, command-line tools, and technical log analysis.
- Have basic knowledge of SQL, Java, APIs, and Linux.
- Be familiar with RESTful APIs, webhook troubleshooting, and common software integration patterns.
- Understand authentication and security protocols, including SAML and multi-factor authentication (MFA).
- Have experience supporting enterprise software integrations and cloud-based applications.
- Communicate technical concepts clearly in written and spoken English.
- A bachelor's degree in Computer Science, Information Technology, or a related discipline is preferred; equivalent professional experience is also considered.
Responsibilities
- Investigate and resolve advanced technical issues escalated by Tier 1 support teams.
- Respond to customer inquiries by phone, email, and chat in line with service-level agreements and support standards.
- Analyze system logs, use Linux command-line tools, and leverage cloud monitoring solutions to identify root causes.
- Reproduce reported issues in non-production environments and escalate confirmed software defects to Tier 3 support or development teams.
- Collaborate with Product, Engineering, Quality Assurance, and Customer Success teams on complex issues and resolutions.
- Troubleshoot integrations with Active Directory, Adobe Sign, Microsoft Outlook, Word, Excel, and Salesforce.
- Develop technical documentation, troubleshooting guides, and support resources.
- Assist with onboarding, technical guidance, and mentoring for Tier 1 support team members.
- Identify recurring technical issues and improve troubleshooting procedures and support workflows.
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