L2 Technical Support Engineer

Responsibilities

• Handle complex technical issues and escalated ones from tier 1 support via phone, case system, and chat.
• Provide advanced troubleshooting and support for OPSWAT solutions via log analysis, system diagnostics, network configurations.
• Conduct remote sessions with customers.
• Reproduce customer issues in lab environments and validate solutions and bug fixes.
• Evaluate the complexity of issues and escalate to tier 3 support.
• Collaborate with Tier 1 and Tier 3 support.
• Work closely with technically oriented customers (typical customers are engineers and IT personnel).
• Provide status updates to customers, adhering to SLA and commitments.
• Maintain clear and professional communication to ensure positive customer experience and CSAT.
• Contribute to the KBs creation and updates for customer's self-service.
• Mentor L1 support and contribute to support process improvement.
• Get involved in professional delivery services.
• Get involved in other side projects and operations per request.

Minimum Requirements

• A good foundation of basic networking concepts.
• Basic knowledge of Linux, with an interest in expanding the knowledge.
• Ability to think logically, analyze logs and troubleshoot computer software and IT related issues.
• Troubleshooting SCADA communications issues.
• Hands-on understanding of major DevOps tools: Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Monitoring & Logging Tools (Zipkin, Sentry, Prometheus, ELK stack).
• Strong spoken and written English.
• Excellent communication and interpersonal skills.
• A proven customer-oriented attitude.
• Strong team collaboration abilities and organizational skills.
• At least 2-4 years of experience in providing customer support of technical software products or a technical helpdesk environment or a related field.

Nice to Have

• Bachelor's degree in computer science (CS), or technical discipline, or equivalent experience.
• Experience working with offshore teams.
• Familiarity with computer programming.
• Technical familiarity with Mac OS.
• Cybersecurity domain experience, including file security, device security, network security, etc.
• Network integration skillsets (e.g. Cisco, Dell-EMC, Juniper, Aruba, Ruckus, Meraki, Aerohive, Extreme, etc).
• Certifications/Training: Relevant SCADA or PLC OEM certifications.
• Experience in Control System Design, PLC Programming, & SCADA Development.
• Experience in Cloud Based Services (e.g. AWS, GCP).
• Experience working on Linux based infrastructure.
• Experience working with scripting languages such as bash script, PowerShell, and Python.
• Configuration and management of databases such as MySQL, Mongo.