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 Support Engineer L2 at Nebius will play a critical role in delivering high-quality technical support and services to our clients. This position entails diagnosing and resolving technical issues, providing expert guidance on product functionalities, and collaborating with other teams to enhance customer satisfaction. The successful candidate will serve as a key escalation point for complex technical queries, ensuring that customer issues are handled promptly and efficiently while maintaining a focus on continual improvement of internal processes.

Job Responsibilities

• Diagnose and troubleshoot technical issues reported by clients and escalate when necessary.
• Provide Level 2 technical support for software and hardware platforms.
• Assist clients in understanding and utilizing product features and functionalities effectively.
• Document all support interactions and resolutions in a detailed manner.
• Collaborate with development and product teams to address product-related issues.
• Participate in the improvement of support processes and documentation.
• Conduct follow-ups with clients to ensure resolution satisfaction and knowledge retention.
• Maintain current knowledge of the product suite and industry trends.

Qualifications

• Minimum of 2-4 years of experience in a technical support role, particularly in a Level 2 capacity.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proficient in troubleshooting software, hardware, and network issues.
• Strong understanding of operating systems, databases, and cloud computing solutions.
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.
• Strong analytical and problem-solving skills.
• Proficiency with ticketing systems and customer relationship management (CRM) tools.

Technologies & Tools

The Support Engineer L2 will utilize a variety of technologies and tools to effectively perform their duties. These include but are not limited to ticketing systems such as JIRA or Zendesk, remote desktop applications, database management systems, cloud platforms (e.g., AWS, Azure), and configuration management tools. Familiarity with scripting languages such as Python or Bash may also be beneficial for automation tasks.

Ideal Candidates

The ideal candidates for the Support Engineer L2 position at Nebius will exhibit a strong customer service orientation combined with technical proficiency. They should possess excellent interpersonal skills that enable them to work effectively in a team-oriented environment as well as independently manage tasks. Candidates should demonstrate a proactive approach to learning and improving skills, remain adaptable to new technologies, and display a commitment to customer satisfaction and support excellence.