L2/L3 Support Engineer provides intermediate-level support for the platform, addressing complex issues that go beyond the scope of L1 support.
This role involves diagnosing and resolving technical problems related to the AI-driven talent intelligence solutions, working closely with both internal teams and clients to ensure smooth operations.
Responsibilities:
Platform Support: Provide advanced support for technical issues specific to the platform, including integrations, data issues, and application performance.
Incident Management: Handle and resolve tickets escalated from L1 support, ensuring timely and effective resolution within service level agreements (SLAs).
Troubleshooting: Perform in-depth troubleshooting for issues involving the platform, including user access problems, data discrepancies, and integration failures.
System Maintenance: Assist with updates, configurations, and maintenance of the platform and related systems.
Documentation: Maintain detailed records of support cases, actions taken, and resolutions provided.
Contribute to the knowledge base and documentation for recurring issues.
Collaboration: Work with qL3 support and other technical teams to address complex issues and provide insights for ongoing improvements.
Customer Interaction: Communicate effectively with clients to gather information, provide updates, and ensure a high level of satisfaction with issue resolution.
API - Experience in setting up and/or troubleshooting API based services / products (basic)
SQL - Intermediate to advanced levels of SQL skills with focus on data retrieval and analysis
Beginner to intermediate levels of knowledge in Python (or other programming languages - Java/ Javascript)
Qualifications:
Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.
2-8 years of experience in technical support, preferably with experience supporting SaaS or AI-driven platforms.
Strong understanding of the product platform, including its core features and integration points.
Experience with ticketing systems, remote support tools, and troubleshooting techniques.