Technical Support Engineer - L2

The Support Engineer Level 2 is a critical senior role that sits between customer-facing teams Product Management and Engineering. This engineer provides deep technical leadership to ensure the success of complex customer engagements. The role is highly varied and involves supporting the pre-sales deployment and support teams by troubleshooting escalated cases coordinating new features and fixes and contributing to internal documentation and best practices.

Key Responsibilities

• Supporting Customer Success: Provide technical leadership for pre-sales deployment and support teams. Troubleshoot escalated support cases create reproduction environments and work directly with engineering where required.
• Product Feedback: Play an integral part in aligning customer requirements with the product roadmap by performing early road-testing of pre-release software and representing field feedback to product management.
• Technical Exploration: Identify and carry out in-depth investigations and open-ended research such as benchmarking bespoke use cases or prototyping new features.
• Enablement: Contribute to internal documentation on product capabilities and best practices and deliver regular internal training to technical teams.

Qualifications :

• Advanced Linux and Windows sys admin knowledge including performance tuning kernel parameters and filesystem management.
• Strong scripting ability in Bash Python or an equivalent language to automate complex tasks and gather detailed debug data.
• Expected to have 10-15 years of experience in the field of IT with expertise in Linux
• Experience with enterprise storage technologies and architectures (SAN NAS).
• Experience with data copy replication or disaster recovery solutions.
• Experience with Cloud Object Stores (AWS S3 Azure Google Cloud).
• Understanding of virtualization and containerization technologies (Docker IaaS PaaS).

Added skills:

• In-depth knowledge of version control systems like Git and Subversion.
• Understanding of security concepts and implementations (Kerberos SSL/TLS LDAP).
• Advanced networking knowledge (packet tracing tuning).
• An understanding of Java.

Soft Skills

• Can explain technical concepts to different audiences (technical and non-technical).
• An enthusiasm and curiosity to learn new concepts and technologies.
• Methodical troubleshooting skills.
• Experience in customer-facing roles and enterprise IT environments.
• A calm and composed manner.

Education: Bachelors degree in Computer Science or a related field.

Additional Information :

Why join our team
Culture and Growth: 

• Global team with a creative innovative and welcoming mindset.
• Rapid career growth and opportunity to be an outstanding and visible contributor to the companys success.
• Freedom to create your own success story in a high performance environment.
• Training programs and Personal Development Plans for each employee

Benefits: 

• 33 days of holidays (this includes public and religious holidays)
• Contributions to your Provident Fund which can be matched by the company above the statutory minimum as agreed
• Gratuity payments
• Private Medical Insurance provided by the company (Employee Spouse 2 Children 2 Parents)
• Personal Accident Insurance (Employee Only)
• 12 Weeks Paid Paternity Leave 6 months Maternity leave
• Support with childcare costs (50%)
• Work from Home Equipment allowance
• Flexible Work from Home policy - 2 days home p/w
• Flexible Work from Long Distance - 4 weeks a year
• Sponsored Learning Opportunities
• Team Socials

Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!