L1/L2 Support Engineer

In this role at Zinier, you will be the front-line custodian of the principle of Delivering Awesome, providing technical support and assistance to both internal and external customers. You will work closely with various teams to investigate and resolve customer issues, ensuring a seamless and customer-centric experience. As a Customer Support Engineer, your responsibilities will include: - Ensuring overall customer satisfaction through courteous and customer-centric support for a global customer base. - Providing advanced technical support to resolve complex and critical issues effectively. - Analyzing and diagnosing escalated incidents, identifying root causes, and implementing solutions. - Leading investigations into recurring problems, identifying trends, and implementing long-term solutions. - Collaborating with other teams and stakeholders to address intricate technical challenges. - Participating in on-call rotations for critical issue resolution outside regular business hours. - Contributing to the development and maintenance of technical documentation. - Collaborating with other teams to share expertise and resolve issues efficiently. - Documenting and maintaining knowledge base articles for issue resolution. - Participating in the development and improvement of support processes and workflows. - Escalating issues to appropriate teams when necessary. - Taking ownership of tickets from creation to resolution and ensuring SLAs are met for all tickets. To be successful in this role, you will need to meet the following requirements: - Bachelor's degree in a related field and 2+ years of experience in support or a relevant role. - Strong knowledge of advanced troubleshooting methodologies. - Excellent communication and leadership skills. - Strong analytical and problem-solving skills. - Knowledge of operating systems, cloud services, and server administration. - Experience with ticketing systems and remote support tools. - Willingness to work on a 24/7 on-call rotation.,