interface.ai - L2 Technical Support Engineer - Linux/Unix Systems (4-7 yrs)

Job Description :

As a Technical Support Engineer L2 you will serve as a key technical and customer experience advocate, providing advanced support to our enterprise customers. You will lead efforts to resolve complex issues, mentor Level 1 support executives, and contribute to improving our product quality and customer experience. This role requires technical expertise, excellent problem-solving abilities, and a proactive approach to managing and resolving customer concerns.

Responsibilities :

- Act as the escalation point for Level 1 support executives for complex technical issues.

- Investigate and resolve advanced customer issues related to APIs, Unix/Linux systems, databases, and cloud platforms like AWS.

- Perform root cause analysis and provide long-term solutions for recurring issues.

- Troubleshoot and debug system performance issues using logs and system monitoring tools.

- Engage directly with US-based customers via email, chat, and calls to resolve critical and time-sensitive issues.

- Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in tools like Zoho, JIRA, or Salesforce Service Cloud.

- Provide updates to customers and stakeholders on the progress and resolution of complex issues.

- Collaborate with cross-functional teams, including engineering, product, and QA, to address and resolve customer challenges.

- Maintain and improve the knowledge base by documenting advanced FAQs, troubleshooting steps, and best practices.

- Mentor and guide Level 1 support executives to enhance their technical and communication skills.

- Monitor system logs and support trends to identify patterns and provide actionable recommendations to improve system performance and customer experience.

- Conduct regular audits of recurring issues to ensure proactive resolution and avoid escalations.

- Develop and refine support workflows, escalation matrices, and processes to ensure operational efficiency.

- Suggest and implement automation opportunities to improve support efficiency and accuracy.

- Assist in customer onboarding by providing advanced guidance on system configurations and functionalities.

- Conduct knowledge transfer sessions and training for internal teams and customers.

Requirements :

- In-depth understanding of Unix/Linux systems, API debugging, and database operations.

- Strong familiarity with cloud platforms.