onsite
Technical Support Engineer L2 - Shippeo
Software Engineer
L2 Technical Support Engineer responsible for diagnosing and resolving complex customer issues across Linux, Windows, and networking environments, leveraging API knowledge to deliver timely solutions and enhance customer satisfaction.
About the role
Key Responsibilities
- Diagnose and resolve tier‑2 technical issues reported by customers, ensuring high quality and timely resolution.
- Analyze logs, network traces, and system metrics to identify root causes in Linux, Windows, and hybrid environments.
- Collaborate with engineering and product teams to reproduce bugs, provide detailed bug reports, and track fixes.
- Document troubleshooting steps, create knowledge base articles, and maintain internal documentation for repeatable solutions.
- Escalate complex problems to senior engineers or product teams while keeping stakeholders informed.
Requirements
- 3+ years of technical support or system administration experience in a SaaS or enterprise environment.
- Strong troubleshooting skills on Linux and Windows platforms, including command‑line tools and scripting.
- Experience with networking concepts (TCP/IP, DNS, VPN) and basic firewall configuration.
- Familiarity with RESTful APIs, JSON, and basic scripting (Python, Bash).
- Excellent communication skills and a customer‑centric mindset.