L2 Support Engineer

Job Description:

Minimum Knowledge & Experience Required for the Position:

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline, or equivalent professional experience.
• Experience:
• Minimum 5 years of experience in technical support, Windows OS, Linux OS, networking, NOC, cloud operations, SaaS support, or related technical service roles.
• Experience supporting cloud-hosted enterprise software solutions in AWS environments, including SaaS, PaaS, and IaaS services, with hands-on experience in application support, API and service integration troubleshooting, and the use of monitoring and observability tools to identify and resolve technical issues.
• Experience troubleshooting and resolving networking and connectivity issues in enterprise and cloud environments, including TCP/IP, DNS, VPNs, firewalls, proxies, SSL/TLS certificates, and secure communications between customer networks and cloud services.
• Experience supporting IoT solutions in cloud environments, including troubleshooting device connectivity, data transmission, remote monitoring, and integrations between connected devices, gateways, and cloud-based platforms.
• Experience managing and resolving technical incidents within defined Service Level Agreements (SLAs), ensuring timely response, prioritization, escalation, communication, and resolution of customer issues.
• Experience working in international and multicultural environments.
• Experience managing incidents through ticket management systems such as Freshdesk, ServiceNow, or equivalent platforms.
• Additional Skills / Knowledge:
• Cybersecurity: Knowledge of Identity and Access Management (IAM), authentication protocols, cloud security principles, incident response processes, and data protection requirements.
• Virtualization: Understanding of virtualization platforms and virtualized environments, including resource monitoring (CPU, memory, storage, and networking), performance analysis, and troubleshooting of virtual machines and hosted services.
• Operating Systems: Knowledge of Linux and Windows administration, including user management, log analysis, service monitoring, and performance troubleshooting.
• Databases: Basic to intermediate knowledge of SQL and relational database concepts. Ability to query data and support troubleshooting activities.
• Flexibility to work in rotational night shifts.