L2 Support Engineer

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Written by AI from the job title and company, not by Calabrio, Inc., so some details may not match this job. The employer's own page has the real description.

Job Overview

The L2 Support Engineer at Calabrio, Inc. is responsible for delivering high-quality technical support to customers, ensuring their systems function efficiently and effectively. This role involves diagnosing and resolving complex issues, collaborating with both internal teams and customers, and contributing to the continuous improvement of support processes. The L2 Support Engineer will play a critical role in maintaining high customer satisfaction through timely and accurate service.

Job Responsibilities

• Provide advanced technical support to customers via telephone, email, and chat.
• Diagnose and resolve product-related issues with a focus on software applications and integrations.
• Collaborate with L3 support and development teams to identify root causes of recurring issues.
• Document all customer interactions accurately within the support ticketing system.
• Assist in the development of support documentation and knowledge base articles.
• Monitor system performance and alert relevant stakeholders to potential issues.
• Participate in on-call rotation as needed to handle urgent requests after hours.
• Train and mentor junior support engineers as necessary.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2-4 years of experience in a technical support role, preferably in a software environment.
• Strong knowledge of troubleshooting methodologies and technical problem-solving techniques.
• Experience with support ticketing systems and remote support tools.
• Proficiency in SQL and basic networking concepts.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Familiarity with cloud-based solutions is a plus.

Technologies & Tools

The L2 Support Engineer will utilize various technologies and tools, including but not limited to support ticketing systems such as Zendesk or JIRA, remote desktop tools like TeamViewer or AnyDesk, SQL for database querying, and monitoring software to oversee system health and performance. Familiarity with CRM platforms and cloud technologies is also essential to effectively assist clients.

Ideal Candidates

Ideal candidates for the L2 Support Engineer position at Calabrio, Inc. are individuals who possess a strong technical acumen combined with exceptional customer service skills. They are proactive problem solvers who thrive in fast-paced environments and are dedicated to delivering quality results. A collaborative mindset, along with the ability to communicate complex technical concepts in an understandable manner, will set candidates apart. Further, candidates should be eager to continuously learn and adapt to new technologies in a dynamic industry landscape.