Sr Engineer Technical Support (L2) Job Description Template
In this role, you will serve as an advanced technical resource for handling escalated support issues from Level 1 support teams. You will diagnose, troubleshoot, and resolve complex technical problems while ensuring exceptional customer service. This position requires a profound understanding of various technologies and the ability to communicate effectively with both technical and non-technical users.
Responsibilities
- Handle escalated technical issues from L1 support.
- Diagnose, troubleshoot, and resolve complex technical issues.
- Document detailed problem and resolution steps to build a knowledge base.
- Work closely with product development teams for bug identification and resolution.
- Provide excellent customer service and ensure client satisfaction.
- Mentor and train junior support engineers.
- Create and maintain support documentation and procedures.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 5+ years of experience in technical support or a related field.
- Extensive knowledge of various operating systems, networking, and software applications.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work well under pressure and manage multiple priorities.
- Experience with ticketing systems and support software.
Skills
- Advanced troubleshooting
- Operating systems (Windows, Linux, macOS)
- Networking protocols and diagnostics
- Ticketing systems (e.g., JIRA, ServiceNow)
- Scripting languages (e.g., Python, Bash)
- Customer service
- Documentation skills
Frequently Asked Questions
A Senior Engineer Technical Support (L2) is responsible for providing advanced technical assistance to clients and internal teams. They troubleshoot complex issues, manage service tickets, and collaborate with other departments to resolve problems. This role requires deep knowledge of the company's products and services, as well as strong problem-solving skills.
To become a Senior Engineer Technical Support (L2), one typically needs a bachelor's degree in computer science or a related field. Additionally, several years of experience in technical support or a similar role are often required. Obtaining certifications in relevant technologies can also enhance job prospects and demonstrate expertise to employers.
The average salary for a Senior Engineer Technical Support (L2) varies based on location, experience, and industry type. Generally, the role offers a competitive salary in the technical support field, reflecting the advanced level of responsibility and expertise expected. Salary packages often include benefits such as health insurance and performance bonuses.
Qualifications for a Senior Engineer Technical Support (L2) typically include a bachelor's degree in computer science or a similar discipline. Several years of relevant work experience in technical support is often necessary. Familiarity with specific technologies or software, along with certifications like ITIL or relevant product-specific certifications, can be advantageous.
Essential skills for a Senior Engineer Technical Support (L2) include strong troubleshooting and analytical abilities, excellent communication skills, and proficiency in relevant technologies. Responsibilities often involve addressing escalated support issues, documenting solutions, and providing training to junior staff. It's crucial to work efficiently under pressure and maintain customer satisfaction.