Support Engineer L2

Qualifications, Skill Set

B. Tech/ B.E/ MCA/ equivalent

Required Experience

Minimum 2 years of experience in Technical Support.

Degree in B.Tech/ B.E./ or Bachelor’s in Computer Science.

Can provide L2 Level Customer Support.

Can provide exceptional support while communicating and assisting customers.

Ability to resolve tickets, analyze customer reported information to identify problems and concerns.

Roles & Responsibilities

Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication.

Serving as a point of contact on customer escalations and ensuring customer issues are resolved.

Leading internal escalations and communicating with the Customer Success, Sales, and R&D teams.

Designing and maintaining the Perimeter 81 knowledge base, keeping it up-to-date with relevant information.

Providing product feedback and insights to internal teams.

Managing internal projects related to support such as training and support readiness for releases.