Technical Support Engineer - L2

The Support Engineer Level 2 is a critical senior role that sits between customer-facing teams, Product Management, and Engineering. This engineer provides deep technical leadership to ensure the success of complex customer engagements. The role is highly varied and involves supporting the pre-sales, deployment, and support teams by troubleshooting escalated cases, coordinating new features and fixes, and contributing to internal documentation and best practices.

Key Responsibilities

• Supporting Customer Success:

  Provide technical leadership for pre-sales, deployment, and support teams. Troubleshoot escalated support cases, create reproduction environments, and work directly with engineering where required.

• Product Feedback:

  Play an integral part in aligning customer requirements with the product roadmap by performing early "road-testing" of pre-release software and representing field feedback to product management.

• Technical Exploration:

  Identify and carry out in-depth investigations and open-ended research, such as benchmarking bespoke use cases or prototyping new features.

• Enablement:

  Contribute to internal documentation on product capabilities and best practices, and deliver regular internal training to technical teams.Qualifications

• Advanced Linux and Windows sys admin knowledge, including performance tuning, kernel parameters, and filesystem management.
• Strong scripting ability in Bash, Python, or an equivalent language to automate complex tasks and gather detailed debug data.
• Expected to have 10-15 years of experience in the field of IT with expertise in Linux
• Experience with enterprise storage technologies and architectures (SAN, NAS).
• Experience with data copy, replication, or disaster recovery solutions.
• Experience with Cloud Object Stores (AWS S3, Azure, Google Cloud).
• Understanding of virtualization and containerization technologies (Docker, IaaS, PaaS).

Added skills:

• In-depth knowledge of version control systems like Git and Subversion.
• Understanding of security concepts and implementations (Kerberos, SSL/TLS, LDAP).
• Advanced networking knowledge (packet tracing, tuning).
• An understanding of Java.

Soft Skills

• Can explain technical concepts to different audiences (technical and non-technical).
• An enthusiasm and curiosity to learn new concepts and technologies.
• Methodical troubleshooting skills.
• Experience in customer-facing roles and enterprise IT environments.
• A calm and composed manner.

Education: