Employer description & source details
A Level 2 Product Support Engineer - Level 2 is crucial in providing advanced technical assistance to customers or internal teams beyond what Level 1 support can handle. They are responsible for troubleshooting complex technical issues, resolving problems, and ensuring high customer satisfaction. This role follows rotational shifts across APAC (6 AM–3 PM IST), General (9 AM–6 PM / 10 AM–7 PM IST), and EMEA (1 PM–9 PM / 2 PM–10 PM IST). There are no night shifts, but flexibility is required during incident escalations. The role also include weekend shifts while maintaining a 5-day work week. Technical Expertise: Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software's functionalities, configurations, and integrations. Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues. Customer Interaction: Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively. Documentation: Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records. Escalation Management: Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions. Training and Mentorship: Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge. Product Knowledge Sharing: Stay updated with the
Extracted skills: mongodb, sales, security, operations