Technical Support Agent (L2)

Technical Support Agent (L2)

Custodia is a UK based company, founded in 2017, with wider presence in North America, Europe and Asia both directly and through strategic partnerships.

Our current key offering is the CC1 (Compliance Cloud One) service which records, stores and normalizes any type of communications data. This includes many common platforms such as phone email, SMS, phone calls, Microsoft Teams, WhatsApp and WeChat amongst many others. This allows companies to communicate in a compliant manner, whilst driving greater data-driven insights from the data they already have to store.

As a Technical Support Agent (L2), you will provide advanced technical support for Custodia’s products and services, focusing on troubleshooting and resolving complex issues while escalating only the most advanced cases. You will work closely with the Tech Support Team Lead and other team members to ensure timely resolution of support requests, maintain high levels of customer satisfaction, and contribute to the overall operational efficiency of the technical support function. The role requires solid technical knowledge, critical thinking, and strong communication skills to bridge customer needs and technical resolutions.

Key Responsibilities

Technical Support & Troubleshooting

• Resolve Level 2 technical support tickets, escalations, and incidents within defined SLAs.
• Diagnose and troubleshoot complex technical problems using system logs, monitoring tools, and issue documentation.
• Troubleshoot and resolve system and network issues, ensuring minimal downtime and optimal performance.
• Provide detailed root cause analysis for recurring issues and propose solutions to improve system stability.
• Perform intermediate-level configurations, installations, maintenance and updates on Custodia’s hybrid cloud and on-premises systems.
• Collaborate with the Tech Support Team Lead to refine troubleshooting methodologies and best practices.

System Monitoring & Maintenance

• Monitor system performance and resource utilization, identifying areas for optimization.
• Ensure platform performance meets defined KPIs, escalating deviations when necessary.
• Assist in configuring, maintaining, and updating infrastructure as code tools like Terraform and Ansible.
• Support and maintain the CI/CD pipelines under the direction of senior engineers or team leads.
• Ensure all technical documentation is accurate and up-to-date for internal use.

Customer Interaction & Case Management

• Communicate with customers to gather detailed information about technical issues and provide timely updates on case progress.
• Escalate unresolved or highly complex issues to Level 3 support or product teams, ensuring all relevant details are captured.
• Work collaboratively with the Customer Service Team to ensure seamless resolution of customer concerns.

Team Collaboration & Knowledge Sharing

• Actively participate in team meetings, training sessions, and technical discussions to enhance overall team knowledge.
• Share insights and lessons learned from resolved incidents to help reduce repeat issues.
• Foster a culture of collaboration and teamwork to improve service delivery and team efficiency.

Operational Efficiency & Process Improvement

• Proactively identify opportunities to improve processes, tools, and workflows for technical support.
• Provide input on alarming and threshold configurations to ensure optimal system monitoring.
• Contribute to building and maintaining a robust knowledge base for recurring issues and best practices.
• Participate in post-incident reviews and contribute to implementing preventive measures to reduce similar issues.

What You Bring

Required Technical Skills

• 2+ years of experience supporting IT enterprise level infrastructure or a related technical role.
• Strong knowledge of mixed Windows Server ) and Linux (RedHat), SQL Server, Networking, and Active Directory.
• Familiarity with cloud environments (e.g., Azure, Google Cloud) and containerization technologies (e.g., Docker, Kubernetes).
• Proficiency in scripting languages (e.g., PowerShell, Python, Bash).
• Experience working with ticketing systems and adhering to SLAs/KPIs.
• Exposure to voice recording platforms, IP networks, or storage technologies is a plus.

Preferred Skills

• Basic understanding of CI/CD pipelines and infrastructure as code tools (e.g., Terraform, Ansible).
• Bachelor's degree in Computer Science, Information Systems, or related field or equivalent work experience.
• Certifications such as ITIL Foundation, Microsoft Azure, or equivalent are highly desirable.

Soft Skills

• Reliability: Consistently delivers high-quality work on time and communicates effectively when delays occur.
• Critical Thinking: Demonstrates the ability to analyze technical issues logically and identify effective solutions.
• Customer Focus: Balances technical resolutions with customer satisfaction, ensuring clear and empathetic communication.
• Teamwork: Collaborates effectively with team members, mentors junior staff, and contributes to shared goals.
• Productivity: Manages tasks independently, prioritizes effectively, and meets deadlines consistently.

What We Offer

• Competitive salary
• Private Health and Dental Care (BUPA)
• Free On-Site Gym
• Free access to Udemy
• Employee Assistance Programme
• Free parking
• Smart Casual dress
• Opportunities for professional growth and advancement
• Dynamic and innovative work environment
• Opportunity to make your mark in a high-growth industry
• A beautiful office in the historic Cheshire town of Knutsford, with easily accessible public transport links to Manchester and Chester

This role is hybrid, based at our office in Knutsford.

Reports Into: Tech Support Team Lead

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