L2 Technical Support Engineer

This is a fully remote position, open to applicants in Romania.

📋 Description

• Address intricate technical challenges and manage escalated concerns from Tier 1 support through phone, case management system, and chat.

• Deliver advanced troubleshooting and support for OPSWAT solutions by analyzing logs, conducting system diagnostics, and configuring networks.

• Facilitate remote sessions with clients.

• Replicate customer issues in lab settings to validate solutions and confirm bug fixes.

• Assess the complexity of issues and escalate to Tier 3 support as necessary.

• Collaborate effectively with both Tier 1 and Tier 3 support teams.

• Engage closely with technically proficient customers, including engineers and IT staff.

• Provide timely updates to customers while adhering to service level agreements and commitments.

• Maintain professional and clear communication to ensure a positive customer experience and high CSAT scores.

• Contribute to the creation and updating of a knowledge base for customer self-service.

• Mentor Level 1 support staff and engage in improving support processes.

• Participate in the delivery of professional services.

• Get involved in additional projects and operational tasks as requested.

⛳️ Requirements

• Bachelor’s degree in computer science, a technical field, or equivalent professional experience.

• Solid understanding of Windows and Windows Server systems.

• A foundational grasp of basic networking concepts.

• Basic knowledge of Linux, with a willingness to expand this knowledge.

• Ability to think critically, analyze logs effectively, and troubleshoot software and IT-related issues.

• Experience in troubleshooting SCADA communication problems.

• Practical knowledge of Docker, Kubernetes (GCP GKE), CI/CD tools, Terraform, Ansible, Zipkin, Sentry, Prometheus, and the ELK stack.

• Proficient in both spoken and written English.

• Exceptional communication and interpersonal skills.

• Demonstrated customer-oriented mindset.

• Strong collaborative abilities and organizational skills.

• A minimum of 2–4 years of experience in providing customer support for technical software products, working in a technical helpdesk environment, or in a related domain.

• Nice to have: experience with offshore teams, computer programming, Mac OS, cybersecurity, network integration, SCADA/PLC certifications, control system design, PLC programming, SCADA development, AWS/GCP, Linux infrastructure, Bash, PowerShell, Python, MySQL, or MongoDB.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Flexible working hours and the possibility of remote work.

• Comprehensive health and wellness benefits.

• A supportive and inclusive work environment.