Senior Support Engineer L2

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

Job Overview

The Senior Support Engineer L2 at Nebius is responsible for providing advanced technical support and guidance to clients, ensuring optimal performance and functionality of our products and services. This role involves diagnosing complex technical issues, collaborating with cross-functional teams, and delivering support solutions that exceed customer expectations. The successful candidate will act as a crucial point of contact for escalated support cases, leveraging their expertise to enhance user experience and drive problem resolution in a timely manner.

Job Responsibilities

• Provide expert-level technical support to customers, addressing advanced and critical issues in a timely manner.
• Diagnose and resolve software, hardware, and network issues contributing to client challenges.
• Act as a liaison between customers and technical teams, translating client needs into actionable tasks.
• Document support interactions, resolutions, and root cause analyses for internal knowledge sharing.
• Contribute to the development of support procedures and best practices to enhance operational efficiency.
• Mentor and train junior support engineers on technical and customer service skills.
• Participate in on-call rotation to provide after-hours support as needed.
• Collect customer feedback and collaborate on improving product offerings based on user experience.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or a related role, preferably in a Tier 2 or higher position.
• Strong knowledge of operating systems (Linux, Windows) and database management (SQL, NoSQL).
• Proficiency in troubleshooting common networking issues (DNS, DHCP, routing).
• Exceptional communication skills, with the ability to articulate complex technical concepts to varied audiences.
• Experience with support ticketing systems and remote assistance tools.
• Certifications such as ITIL, CompTIA A+, or relevant cloud certifications are a plus.

Technologies & Tools

In this role, the Senior Support Engineer L2 will utilize various technologies and tools, including but not limited to cloud platforms (AWS, Azure), support ticketing systems (JIRA, Zendesk), remote desktop software (TeamViewer, AnyDesk), and network monitoring tools (Nagios, Splunk). Proficiency in scripting languages such as Python or Bash is beneficial for automating repetitive tasks and improving efficiency.

Ideal Candidates

The ideal candidate for the Senior Support Engineer L2 position at Nebius is someone who demonstrates strong problem-solving skills, attention to detail, and a proactive attitude toward learning and development. They should possess an innate ability to handle customer inquiries with patience and professionalism while working efficiently under pressure. Characteristics such as adaptability, a team-oriented mindset, and a passion for technology will be key differentiators in this role. A commitment to enhancing the overall customer experience and contributing positively to the team culture is highly valued.