Technical Support Engineer - Tier 2

About the Role

Our client is looking for a highly skilled Technical Support Engineer (Tier 2) to join their expanding support operations, remotely supporting customers across various regions. This role is critical for diagnosing and resolving advanced technical issues that Tier 1 support cannot address. You will act as a subject matter expert, providing detailed technical assistance and contributing to the knowledge base. The ideal candidate is adept at problem-solving complex technical challenges and is passionate about delivering outstanding remote customer support, working from home with occasional needs to connect with teams potentially based in Milton Keynes .

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex software and hardware issues via phone, email, and chat.
• Escalate unresolved issues to Tier 3 support or engineering teams, providing detailed diagnostic information.
• Develop and maintain technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Analyze support trends and identify potential product improvements or recurring issues.
• Assist in training Tier 1 support staff on common issues and troubleshooting techniques.
• Ensure timely and accurate resolution of customer technical problems, maintaining high satisfaction rates.

Requirements

• Minimum of 3 years of experience in technical support, with a focus on Tier 2 or higher.
• Strong diagnostic and problem-solving skills with complex technical issues.
• Proficiency with operating systems, networking concepts, and common software applications.
• Experience using remote support tools and ticketing systems.
• Excellent written and verbal communication skills for effective remote customer interaction.
• Relevant IT certifications are a plus.

Benefits

• Competitive salary and remote work flexibility.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for continuous learning and professional certification.
• Generous paid time off and company holidays.
• Supportive remote team culture with regular virtual team-building activities.