Tier 2 Support Engineer

Job description:

Tier-2 Support Engineer plays a critical role in the customer support hierarchy, acting as the bridge between basic front-line support and more complex technical issue resolution. They handle escalated issues that require more in-depth technical knowledge and troubleshooting skills. Below is a role specification tailored for a Tier-2 Support Engineer position, which can be customized to meet the specific needs of your organization:

Responsibilities:

• Escalated Support: Address and resolve technical issues of WINT’s products and services escalated from Tier-1 support, employing a deeper level of troubleshooting, analysis, and problem-solving.
• Technical expertise: Maintain in-depth knowledge of the product or service, including configuration, installation, operation, and troubleshooting.
• Documentation and Reporting: Document detailed issue resolution steps, contribute to the knowledge base, and report bugs or product flaws to the development team.
• Customer Communication: Provide clear and concise communication to customers, ensuring understanding of issue resolution steps and status updates.
• Collaboration: Work closely with Tier-1 support to identify common issues and trends, and with Tier-3 support for issues requiring advanced intervention.
• Continuous Learning: Participate in training and professional development opportunities to enhance technical and customer service skills.
• Act as a backup for Tier-1 support staff.

Requirements:

• Education: Associate degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
• Experience: 2+ years of experience in technical support, with at least 1 year in a Tier-2 support role or similar (experience with SaaS and IoT devices an advantage).
• Problem-Solving: Good analytical and problem-solving skills, with a methodical approach to troubleshooting.
• Strong analytical and troubleshooting skills, with the ability to troubleshoot software, hardware, or network issues. Familiarity with support ticketing systems (JIRA, Salesforce, Zendesk etc.) – advantage.
• Communication: Excellent verbal and written communication skills, with the ability to convey technical information in an understandable way to non-technical users.
• Attention to details.
• Ability to work effectively both independently and as part of a team.