We are looking for an L2 Support Engineer to join our Customer Support team. The position requires acting as the technical focal point for customers, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs. The role may include other responsibilities such as teams knowledge management, KPI analysis, amongst others.
What youll do:
Have end-to-end responsibility for solving L2 cases under defined SLAs
In-depth analysis of field raised issues, providing temporary workarounds while working with L3, DevOps, R&D and Product on permanent solutions and fixes
Proactively identify critical points of failure, raise flags & escalate issues that are of urgent nature
Responsible for knowledge management, training content and playbooks for all Support Tiers
Work closely with Professional Services experts and Customer Success Managers to prioritize issues, communicate status, and oversee end-to-end resolution
Participate in the teams on-call rotation
Position Intro:
Join our Earnix team in a leading fintech growth company serving the insurance and banking industries. Our Customer Support group is looking for a talented team player to join and help us with our market-leading products.