Remote job
Technical Support Engineer II
Job details
About this role
Role overview
A mid-level Technical Support Engineer role centered on resolving complex technical issues for enterprise customers using a cloud-based conversational platform. The position blends hands-on troubleshooting, cross-team collaboration with product and engineering, and customer advocacy in a fast-paced, globally distributed environment with 24/7 coverage.
Responsibilities
- Diagnose and resolve complex technical issues raised by enterprise customers within agreed SLAs, including leading technical bridges during critical incidents via chat, email, and phone. - Act as the voice of the customer, surfacing recurring patterns and actionable feedback to product and service teams to influence roadmap and quality improvements. - Collaborate closely with developers to deepen troubleshooting knowledge, refine support tooling, and shape requirements for new customer-support solutions. - Mentor and educate teammates so they can handle escalations effectively and grow technical depth. - Analyze trends in incoming cases and contribute to process and tooling initiatives that improve overall support outcomes. - Participate in shift work and on-call rotations to address high-severity customer issues around the clock.
Requirements
- At least 3 years of experience in a Tier 2/3 support engineer role or a comparable customer-facing technical position. - Background supporting enterprise-level customers, ideally including Fortune 500 organizations. - Demonstrated ability to analyze, troubleshoot, and deliver solutions for technical problems of varying complexity. - Working knowledge of web technologies and protocols. - Strong written and verbal communication in English, with the interpersonal skills to work across cross-functional teams and a customer-centric mindset. - Comfort with on-call duties, tight timelines, ambiguous situations, and a proactive, self-directed learning approach.
Nice to have
- Bachelor's degree in Information Science, Information Technology, Computer Science, Engineering, Mathematics, or a related field.
Benefits and work setup
- Medical, dental, and vision coverage. - 28 vacation days. - Tuition reimbursement and access to internal professional development resources. - Food vouchers. - Remote-friendly setup.