Technical Support Engineer II

Role Description:

As a Technical Support Engineer II, you will operate as a strong L2 support engineer within the SOC, handling moderately complex technical issues, serving as an escalation point for L1 engineers, and contributing to system reliability and operational excellence. This role bridges foundational support and senior engineering, with increased ownership, deeper troubleshooting, and early involvement in automation and root cause analysis. This role reports to Director, SOC.

What you’ll do:

• Act as an L2 escalation point for Technical Support Engineer I on production and operational issues.
• Troubleshoot and resolve complex issues across endpoints, networking, cloud services, and internal applications.
• Own incident investigation, resolution, and documentation for assigned tickets.
• Perform preliminary root cause analysis (RCA) and recommend corrective and preventive actions.
• Oversee ticket lifecycle management in Jira Service Management (or similar), ensuring SLA adherence.
• Assist with user and access management systems such as Azure AD / Entra ID.
• Create and maintain knowledge base articles, runbooks, and troubleshooting guides.
• Identify recurring issues and contribute to process improvements and operational stability initiatives.
• Collaborate with senior engineers and cross-functional teams on complex issues.
• Participate in on-call rotations within a 24/7 support model.
• Other duties/responsibilities as necessary.

What you’ll bring to the table:

Technical Skills:

• Working knowledge of .NET applications and ability to assist in debugging and log analysis.
• Basic to intermediate experience with Python, PowerShell, or Bash.
• Ability to write and interpret SQL queries.
• Hands-on exposure to AWS, Azure, or GCP.
• Experience with monitoring and incident tools such as Datadog, PagerDuty, or New Relic.
• Ability to interpret logs, alerts, and performance metrics.
• Strong problem-solving, prioritization, and communication skills.

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 3–5 years of experience in technical support, IT operations, or production support.
• Experience handling L2-level issues in a 24/7 support environment.
• Strong written and verbal communication skills.

Preferred Skills:

• ITIL or cloud certifications (AWS, Azure, GCP).
• Experience supporting SaaS, e-commerce, or logistics platforms.
• Interest in automation and reliability engineering.