remote
Technical Support Engineer Level 2 - BD Software Distribution Pvt Ltd
Software Engineer
Provide Level‑2 technical support for enterprise endpoint security solutions, handling complex installation, upgrade, and configuration issues, analyzing logs and crash dumps, and delivering remote assistance to ensure customer satisfaction.
About the role
Key Responsibilities
- Diagnose and resolve advanced technical problems in customer environments for endpoint security products, including installation, upgrade, migration, and configuration challenges.
- Analyze diagnostic logs, crash dumps, and event logs to pinpoint root causes and develop corrective actions.
- Conduct remote troubleshooting sessions, clearly communicating findings and recommended solutions to customers.
- Manage escalated cases from Level‑1 support, ensuring timely resolution and proper documentation.
- Escalate unresolved product bugs to the global support team, providing detailed reproduction steps and validation data.
Requirements
- Strong knowledge of Windows and Linux operating systems and their security configurations.
- Hands‑on experience with endpoint security solutions and related diagnostic tools.
- Proven ability to analyze logs, crash dumps, and event data to troubleshoot complex issues.
- Excellent communication skills for remote customer interaction and clear documentation.
- Experience in a Tier‑2 technical support or similar role, with a focus on customer satisfaction.