Camascope-L2 Support Engineer

Role Title : L2 Support Engineer

Reporting to : HEAD OF ENGINEERING

Location : BARODA, India

Job Type : Permanent

About us

Camascope is a fast-growing technology company focused on empowering the care and medication sector with technology. We are a team of talented, caring, and ambitious individuals who are committed to making a difference in care. Our ecosystem connects pharmacies, care homes, and doctors to improve the lives of many.

There has never been a better time to join Camascope. Our team is growing, and our product is reaching more users and partners every day. You will join a collaborative and passionate team. We love solving real problems and are committed to building the highest-quality solutions. If you are eager to make a meaningful impact in healthcare and thrive in a fast-paced startup environment, Camascope will be the perfect place for you.

What you will work on :

We are looking for an experienced L2 Support Engineer to join our technical support team. The ideal candidate will have strong written and verbal communication skills, a solid understanding of SQL, and excellent diagnostic abilities. In this role, you will handle complex technical issues escalated from Level 1 support, troubleshoot problems, and provide effective solutions to ensure high levels of customer satisfaction.

Key Responsibilities :

• Provide second-level support for customer issues, escalating to higher-level support as necessary.
• Troubleshoot, diagnose, and resolve technical issues related to software, hardware, and network systems.
• Utilize SQL skills to query databases, analyze data, and resolve database-related problems.
• Collaborate with other support engineers, development teams, and stakeholders to effectively resolve issues.
• Document troubleshooting steps, issue resolutions, and updates in the support ticketing system.
• Offer guidance and mentorship to Level 1 support staff to assist them in resolving common issues.
• Participate in root cause analysis and suggest process improvements to enhance service quality.
• Follow up with customer service representatives (L1 team) to ensure complete issue resolution and maintain outstanding customer service.

Primary Requirements :

Preferred Qualifications :

Work Environment : This is a full-time position, with the potential for on-call or rotational shifts.