remote
Technical Support Engineer II - Enlyte
Software Engineer
Provide tier‑2 technical support for cloud‑based SaaS solutions, troubleshooting Windows and Linux environments, networking issues, and database queries while ensuring rapid resolution and customer satisfaction.
About the role
Key Responsibilities
- Diagnose and resolve complex technical issues across Windows and Linux platforms for enterprise SaaS applications.
- Investigate and remediate networking problems, including VPN, firewall, and DNS configurations.
- Analyze SQL database queries and performance bottlenecks to support data‑driven features.
- Collaborate with product, engineering, and client teams to reproduce bugs and implement fixes.
- Document solutions in the ticketing system and contribute to knowledge‑base articles for continuous improvement.
Requirements
- 2+ years of hands‑on technical support experience in a SaaS or enterprise environment.
- Strong knowledge of Windows and Linux operating systems, command‑line tools, and system administration.
- Proficiency with networking concepts (TCP/IP, VPN, DNS, firewalls) and troubleshooting tools.
- Experience writing and optimizing SQL queries; familiarity with relational databases.
- Excellent communication skills and a customer‑focused attitude.