L2 Support Engineer

This is your role

Are you a problem-solve r with a passion for delivering exceptional customer service? Do you thrive in a dynamic environment where your technical expertise directly impacts partner success? We're looking for a skilled and proactive L2 Support Enginee r to be a critical link between our cutting-edge technology and our valued partners and customers.

In this pivotal role, you'll be the  go-to expert for complex technical issues, ensuring seamless operations and exceeding service level expectations. Your ability to diagnose, troubleshoot, and resolve critical incidents with clarity and composure will be key. Join our collaborative team and play a vital role in keeping our systems running smoothly and our partners delighted.

What you'll do :

Own the support lifecycle :  Manage and resolve technical tickets across L1, L2, L3, and Consulting, ensuring timely resolution within defined SLAs.

Be a technical detective :  Conduct in-depth analysis of integration logic and system processes to provide comprehensive solutions. This includes collecting necessary logs, config files, and reproduction steps.

Resolve critical incidents :  Diagnose, troubleshoot, and resolve complex technical issues, escalating to Product, Engineering (L3), or Consulting teams when necessary.

Empower our users :  Assist partners and customers in effectively utilizing our documentation and the Nevis Academy learning platform, addressing their queries and guiding them to self-sufficiency.

Maintain our knowledge base :  Document solutions, workarounds, and investigative steps to enrich our internal knowledge base for common issues.

Streamline communication :  Ensure seamless and timely updates between Zendesk and Jira, and provide clear, proactive communication to users and higher-level management regarding ticket status.

Monitor and maintain :  Actively monitor and respond to system alerts within our Azure cloud environment. Perform routine maintenance, including software updates and backups, on our test environments (Cloud and Suite, including new versions).

Coordinate effectively : Manage incoming feature / change requests and coordinate with product management. Process and coordinate meetings with various stakeholders.

This is you

Education :  A Bachelor's or Master's degree in Information Technology, Computer Science, or equivalent practical work experience.

Experience :

2-4 years of hands-on L2 Technical Support experience.

Proven experience in a customer-facing technical position or consulting role.

Demonstrated expertise in root cause investigation, incident management, and utilizing ticketing systems.

Technical Acumen :

Strong understanding of computer networks, including load balancers, web application firewalls, DNS, HTTPS, and SSL / TLS.

Practical experience with Docker, Kubernetes, OpenShift, and cloud platforms like Microsoft Azure or Amazon Web Services.

Basic understanding of SQL and relational databases (e.g., MariaDB, Oracle,PostgreSQL) and Github Actions.

Soft Skills :

Exceptional verbal and written communication skills in English.

A highly proactive, service-centric, and solution-oriented mindset.

Ability to remain composed and effective under pressure.

Why us?

By joining our team of highly motivated industry experts, you have the immense opportunity to learn, evolve, and navigate the ever-growing world of cybersecurity with us. Our collaborative company culture and diverse workforce empower you to reach your full potential. Our 2+ decades of experience demonstrate passion and innovation. We are constantly adapting to keep up with the changes in security infrastructure and meet the stringent requirements of digitalization. Together, we can make a lasting impact by making the digital world a better and safer place.

What we offer...

• Performance-related bonus
• Flexible & hybrid working module
• Substantial healthcare coverage
• Educational / professional development programs
• Parental support
• Ample paid time-offs and holidays
• Round the clock employee assistance program (EAP)
• Country-specific benefits per local regulations