Job Description (Posting).
Level 2 Support Engineer
Role Summary
The Level 2 Support Engineer is responsible for providing advanced technical support and resolving complex Software Product incidents. The role requires strong troubleshooting skills, technical expertise across multiple systems, and the ability to work independently while collaborating with cross-functional teams to ensure service continuity and customer satisfaction.
Responsibilities also include maintaining documentation, contributing to knowledge bases, and supporting continuous service improvement initiatives.
This position requires strong analytical skills, a customer-oriented mindset, and the ability to work in fast-paced, multi-customer environments.
Key Responsibilities
Product Support & Incident Management
Manage and resolve complex technical issues.
Troubleshoot software, configuration, performance, and integration issues.
Analyze logs, system metrics, and error reports to identify root causes.
Ensure incidents are handled according to SLAs and priority levels.
Provide on-call or after-hours support as required.
Customer Interaction
Act as a technical point of contact for customers during incident resolution.
Communicate clearly and professionally with customers regarding issue status, progress, and resolution.
Guide customers through technical procedures and best practices.
Maintain high levels of customer satisfaction.
Collaboration & Escalation
Work closely with Level 3 support, Engineering, QA, and Product teams.
Escalate defects and enhancement requests with detailed technical analysis.
Validate fixes and patches before customer deployment.
Support release activities and hotfix implementations.
Problem Management & Continuous Improvement
Perform root cause analysis (RCA) and contribute to problem management.
Identify recurring issues and propose corrective or preventive actions.
Provide feedback to product teams to improve product quality, usability, and documentation.
Contribute to continuous improvement of support processes.
Documentation & Knowledge Management
Create and maintain technical documentation, troubleshooting guides, and knowledge base articles.
Document incident resolution steps and known issues.
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Required Technical Skills and Qualifications
Technical Skills
Strong experience in product or application support (Level 2 or equivalent).
In-depth understanding of enterprise software environments.
Experience with:
o Operating systems (Windows, Linux, macOS)
o Networking fundamentals (TCP/IP, DNS, SSL)
o Databases and SQL (basic troubleshooting and queries)
o Log analysis and debugging tools
Familiarity with cloud platforms (AWS, Azure, GCP) is a plus.
Experience with ITSM / ticketing systems (ServiceNow, Jira).
Scripting or automation skills (PowerShell, Bash, Python) are an advantage.
Soft Skills
Strong analytical and troubleshooting mindset.
Excellent written and verbal communication skills.
Ability to explain complex technical concepts to non-technical audiences.
Customer-focused and quality-driven approach.
Ability to manage multiple issues in parallel.
Education & Experience
Bachelor s degree in Computer Science, Engineering, or equivalent experience.
3 5 years of experience in technical or product support roles.
Working Conditions
Full-time position.
Hybrid, remote, or on-site depending on company policy.
Participation in on-call rotation may be required.
Occasional work outside standard business hours.Qualification
Bachelor of Technology/ EngineeringSkill (Primary)
Project Management Skills (APPS)-Project Management-Incident Management
