Job Description
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 LinuxExperience 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 : Bachelor’s degree in Computer Science or a related field.
Additional Information
Why join our team?
Culture and Growth :
Global team with a creative, innovative and welcoming mindset.Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success.Freedom to create your own success story in a high performance environment.Training programs and Personal Development Plans for each employeeBenefits :
33 days of holidays (this includes public and religious holidays)Contributions to your Provident Fund which can be matched by the company above the statutory minimum as agreedGratuity paymentsPrivate Medical Insurance provided by the company (Employee + Spouse + 2 Children + 2 Parents)Personal Accident Insurance (Employee Only)12 Weeks Paid Paternity Leave, 6 months Maternity leaveSupport with childcare costs (50%)Work from Home Equipment allowanceFlexible Work from Home policy - 2 days home p / wFlexible Work from Long Distance - 4 weeks a yearSponsored Learning OpportunitiesTeam SocialsStay connected with us on LinkedIn or keep an eye on our career page for future opportunities!
