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Job Description
This role is for an L2 Technical Support Engineer specializing in providing advanced technical support for internal software systems, diagnosing and resolving complex issues, and collaborating with development teams to improve system reliability and performance. You'll play a critical role in maintaining system uptime and ensuring timely resolution of incidents.
Key Information
- Location Model: On-site
- Location Details: N/A (Location not specified in description)
- Salary Range: Competitive
- Years Experience Min: 2-3 years
- Employment Type: N/A (Not specified, but likely Permanent Full-Time based on benefits)
- Company Industry: N/A (Not specified, but relates to enterprise software systems)
- Visa Sponsorship: N/A
- Relocation Assistance: N/A
- Working Hours: N/A (Likely involves on-call duties given incident response focus)
Technical Stack
- Core (Must-Have):
- Database (SQL)
- Enterprise Software Platforms
- Ticketing Systems
- Incident Management Tools
- Monitoring Tools
- Nice-to-Have:
- APIs
- Seq logs / Splunk
Role & Responsibilities
- Key Responsibilities:
- Provide L2 technical support for complex software/database/application issues.
- Diagnose and resolve escalated incidents from L1/OGA.
- Collaborate with development teams on bug fixes and enhancements.
- Monitor system performance and ensure reliability.
- Document troubleshooting steps and contribute to knowledge base.
- Must-Have Qualifications:
- 2-3 years in software/technical support, 1+ year L2 experience.
- Strong troubleshooting skills for software/database/application issues.
- Proficiency with ticketing and monitoring systems.
- Excellent communication and problem-solving skills.
- Ability to manage multiple tasks under pressure.
- Nice-to-Have Qualifications:
- Understanding of APIs.
- Experience with log analysis tools (Seq, Splunk).
Company & Culture
- Benefits Highlights:
- Competitive salary
- Fuel Card
- Health benefits
- Professional development opportunities
- Inclusive work culture
- Potential Red Flags / Things to Note:
- Likely requires on-call availability due to incident response.
- Fast-paced environment given focus on critical issues and multi-tasking.
- Company Culture Snippets:
- Inclusive work culture.
Description Provide L2 technical support for PSW systems, addressing escalated issues from L1 support / OGA. Diagnose and resolve advanced software, database, and application issues. Collaborate with development teams / PO to identify, analyze, and resolve system bugs and enhancements. Expanding product and technology expertise by working on "learning tickets". Monitor system performance, identify bottlenecks, and take proactive measures to ensure system uptime and reliability. Document troubleshooting steps and solutions for recurring issues, ensuring knowledge sharing with L1 teams. Handle complex technical incidents, ensuring timely resolution and minimal business impact. Able to multitask when several critical issues happen simultaneously. Participate in post-incident reviews to determine root causes and prevent future occurrences. Quickly responds to incident alerts and support calls. ldentifies, and coordinates with teams that are critical to the event's resolution. Good understanding of Database. Assist in system upgrades, patches, and configuration changes as needed. Understanding of APls. Understanding of Seq logs / Splunk etc. Collaborate with cross-functional teams to deliver efficient support and maintain a high level of customer satisfaction. Ensure compliance with service-level agreements (SLAs) for incident resolution and performance metrics. Strong communication skills with the ability to capture and articulate technical and non-technical details. Requirements Bachelor’s degree in Computer Science, Information Technology, or a related field. 2-3 years of experience in software support or technical support roles, with at least 1 year in L2 support. Strong understanding of enterprise software platforms. Proficient in troubleshooting software, databases (SQL), and application-related issues. Experience with ticketing systems, incident management, monitoring tools etc. Excellent communication skills and ability to manage multiple tasks under pressure. Excellent problem-solving with a customer-focused mindset. Benefits Competitive salary Fuel Card Health benefits Professional development opportunities Inclusive work culture & much more
Job Details
Location
Remote / Karachi, Pakistan
Key Skills
ApisCommunicationTechnical SupportTroubleshootingSplunkDatabase Management