Technical Support Engineer - Tier 2

About the Role

Our client is looking for a skilled Technical Support Engineer to join their growing operations team, focusing on Tier 2 support for their innovative software solutions. You will be responsible for resolving complex technical issues that require in-depth investigation and troubleshooting. This role is crucial for maintaining high levels of customer satisfaction and system reliability, offering a challenging yet rewarding experience for an individual passionate about technology and problem-solving in a remote setting based out of Manchester .

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers or internal teams.
• Provide detailed technical guidance and support via various communication channels, including phone, email, and chat.
• Document technical solutions, workarounds, and troubleshooting steps for knowledge base contribution.
• Collaborate with Tier 1 support and engineering teams to ensure seamless issue resolution and knowledge transfer.
• Manage and prioritize a queue of technical support tickets, ensuring adherence to service level agreements (SLAs).
• Participate in the testing and deployment of new software updates and patches, assessing their impact on customer systems.

Requirements

• 3+ years of experience in technical support , preferably in a Tier 2 or higher capacity.
• Proficiency in diagnosing and resolving issues related to software applications and operating systems.
• Strong understanding of network protocols, databases, and common IT infrastructure components.
• Experience with scripting languages (e.g., Bash, Python) is a plus.
• Excellent analytical and problem-solving abilities, with meticulous attention to detail for supporting clients remotely.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Fully remote work arrangement with flexible hours.
• Comprehensive health, dental, and vision insurance coverage.
• Generous paid time off and company holidays.
• Opportunities for ongoing training and certifications in cutting-edge technologies.