L2 Technical Support Engineer (remote)

Role overview Provide advanced technical support for software products, resolving complex cases escalated from first-line support. The work combines customer communication with hands-on diagnosis, issue reproduction, and collaboration with other support tiers and engineering teams.

Responsibilities - Investigate escalated issues through logs, system diagnostics, and network configuration checks; assist customers through phone, chat, and remote sessions. - Reproduce reported problems in lab environments and validate proposed solutions and bug fixes. - Assess issue severity and complexity, escalate cases appropriately, and keep customers informed in line with service commitments. - Coordinate with first- and third-line support, mentor junior support staff, and contribute to improvements in support processes. - Create and update knowledge base material, and assist with professional services or related operational projects as needed.

Requirements - At least 2–4 years supporting technical software products, in a helpdesk environment, or in a related role. - Degree in computer science or another technical discipline, or equivalent practical experience. - Strong knowledge of Windows and Windows Server, plus a foundation in networking and basic Linux knowledge. - Ability to analyze logs, reason through software and IT issues, and troubleshoot SCADA communications. - Hands-on familiarity with DevOps tools such as Docker, Kubernetes, CI/CD, Terraform, Ansible, and monitoring or logging systems. - Strong written and spoken English, clear customer communication, and effective teamwork and organization.

Nice to have Experience with cybersecurity, cloud services, Linux infrastructure, scripting, databases, programming, macOS, network integrations, or industrial control systems. Offshore team experience and relevant SCADA or PLC training are also useful.