Technical Support Engineer, L2

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

📋 Description

• Respond promptly to, categorize, and escalate inbound support requests internally as necessary.

• Act as the main point of contact for customers via email, chat, and phone.

• Troubleshoot issues related to LucidLink’s cloud networking solutions.

• Address technical product inquiries from customers.

• Reproduce customer issues and facilitate live-call debugging sessions.

• Gather logs, memory dumps, and other relevant debugging data.

• Resolve cases, monitor progress, and ensure follow-up communication.

• Work collaboratively with other teams to provide consistent, high-quality support.

• Acquire extensive product knowledge to effectively answer customer queries across various topics.

• Evaluate customer service metrics, offer needs-based recommendations, and provide feedback to business and development teams.

• Play a role in decision-making and processes within the newly established technical support team.

⛳️ Requirements

• A minimum of 2 years of experience in Technical Support or a related role.

• Proficiency in English, both written and spoken.

• Experience in supporting desktop applications across macOS, Windows, and Linux platforms.

• Proven ability to reproduce client issues and conduct live-call debugging sessions with customers.

• Competence in effectively gathering debugging information, including logs and memory dumps.

• Familiarity with cloud environments such as AWS, as well as networking and storage concepts.

• Experience in setting up multi-host environments, such as virtualization, to replicate complex configurations.

• Availability during core US daytime hours, from 9:00 AM to 6:00 PM local time, including a 1-hour break.

• Must reside in the United States.

🏝️ Benefits

• Flexible Paid Time Off (PTO).

• Competitive salary.

• Stock options.

• Comprehensive health coverage.

• Opportunities for professional growth and advancement.

• Participation in decision-making and support processes.

• Global collaboration and impact within the company.