L2 Technical Support Engineer

Provides advanced troubleshooting and escalation support for OPSWAT software, including log analysis, networking, SCADA communications, and customer-facing remote sessions. Requires a bachelor's degree or equivalent experience and 2–4 years supporting technical software products or helpdesk environments.

About the job

Responsibilities

Handle complex and escalated technical issues from Tier 1 support via phone, case system, and chat.
Provide advanced troubleshooting for OPSWAT solutions using log analysis, system diagnostics, and network configurations.
Conduct remote sessions with customers.
Reproduce customer issues in lab environments and validate solutions and bug fixes.
Assess issue complexity and escalate cases to Tier 3 support.
Collaborate effectively with Tier 1 and Tier 3 support.
Work with technically oriented customers, including engineers and IT personnel.
Provide customer status updates while adhering to SLAs and commitments.
Maintain clear, professional communication to support a positive customer experience and CSAT.
Create and update knowledge-base content for customer self-service.
Mentor L1 support and contribute to support process improvements.
Participate in professional services delivery and other projects or operations as requested.

Requirements

Bachelor's degree in computer science, a technical discipline, or equivalent experience.
Strong knowledge of Windows and Windows Server.
Basic networking knowledge.
Basic Linux knowledge and interest in expanding it.
Logical thinking and ability to analyze logs and troubleshoot software and IT issues.
Experience troubleshooting SCADA communications issues.
Hands-on understanding of Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, and monitoring and logging tools such as Zipkin, Sentry, Prometheus, and the ELK stack.
Strong spoken and written English.
Excellent communication and interpersonal skills.
Customer-oriented attitude, teamwork, and organizational skills.
2–4 years of experience providing customer support for technical software products, working in a technical helpdesk environment, or a related field.

Nice-to-haves

Experience working with offshore teams.
Familiarity with computer programming.
Technical familiarity with macOS.
Cybersecurity experience, including file, device, or network security.
Network integration experience with Cisco, Dell EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, or Extreme.
Relevant SCADA or PLC OEM certifications or training.
Experience in control system design, PLC programming, or SCADA development.
Experience with cloud-based services such as AWS or GCP.
Experience working on Linux-based infrastructure.
Experience with Bash, PowerShell, or Python scripting.
Experience configuring and managing MySQL or MongoDB databases.