L2 / L3 Support Engineer

Job Summary :

We are seeking experienced L2 / L3 Support Engineers to join our technical support team. The L2 / L3 Support Engineer will be responsible for providing second and third-level technical support to our customers, resolving complex technical issues, and collaborating with other teams to deliver exceptional customer service. The successful candidate will have a strong technical background, excellent troubleshooting skills, and a customer-focused approach.

Responsibilities :

Provide second and third-level technical support to customers, resolving complex issues and ensuring customer satisfaction.

Collaborate with other teams, including L1 support, engineering, and product teams, to identify and resolve technical issues.

Manage and prioritize support tickets, ensuring timely and effective resolution of customer issues.

Document and communicate technical solutions and best practices to customers and internal teams.

Continuously monitor and improve support processes, tools, and systems to enhance the customer experience.

Be willing to work on the technical side of the project and support customers with their technical queries.

Participate in on-call rotations and provide after-hours support as needed.

Requirements :

Bachelor's degree in computer science, Information Technology, or related field

1-2 years of experience in technical support, with a focus on providing L2 / L3 support.

Strong technical background, with expertise in one or more of the following areas : ETLs, databases, AWS cloud technologies such as CloudWatch, S3.

Excellent problem-solving and troubleshooting skills, with the ability to analyze and resolve complex technical issues.

Strong customer service skills, with the ability to communicate technical solutions effectively to customers and internal teams.

Experience with support ticket management tools and processes such as JIRA or Azure DevOps (ADO)

Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Willingness to work on-call and provide after-hours support as needed.

(Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Health Catalyst, where employment is based upon personal capabilities and qualification without discrimination or harassment on the basis of race, color, national origin, religion, sex, sexual orientation, gender identity, age, disability, citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law.. Health Catalyst is committed to a work environment where all individuals are treated with respect and dignity..)