Screen Magic Mobile Media - L2 Support Engineer - Troubleshooting (3-7 yrs)

Job Summary :

We are seeking a motivated and detail-oriented L2 Technical Support Engineer to join our dynamic customer support team.

In this role, you will provide advanced technical assistance to customers, resolve complex issues, and collaborate with our development and product teams to deliver exceptional customer satisfaction.

Responsibilities :

- Act as the primary escalation point for the L1 support team or direct end-users.

- Manage and resolve customer issues through support cases and channels efficiently.

- Troubleshoot and resolve advanced technical issues promptly, ensuring minimal disruption.

- Collaborate with development teams to identify and resolve software defects.

- Document resolutions, create knowledge base articles, and suggest process improvements to enhance support operations.

- Monitor and optimize the performance of customer-facing infrastructure hosted on AWS.

- Reproduce customer issues in staging environments to validate and test fixes.

- Support customer onboarding by providing technical guidance and ensuring successful product adoption.

Requirements :

- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

- 2+ years of experience in technical support, system administration, or a similar role.

Required Skills & Experience :

- Minimum 3 years of professional experience in a Level 2 or similar advanced/escalation support role involving system administration or advanced technical support, preferably within an MSP.

- Proficiency in supporting and troubleshooting Windows Server architecture, Active Directory, and domain management.

- Knowledge of IT security best practices and compliance standards.

- Experience with virtualization technologies (Hyper-V, VMware) and cloud platforms (AWS, Azure).

- Strong understanding of core Internet protocols (DNS, HTTP/HTTPS, IP, TCP/UDP, etc.).

- Experience with backup/recovery solutions (Veeam, Zerto, R1Soft).

- Solid problem-solving skills with a customer-first mindset.

- Excellent verbal and written communication skills.

- Ability to manage multiple tasks effectively while maintaining high-quality standards.

- Experience in Veeam backup technology

Strong understanding of :

- Python Flask applications.

- React-based user interfaces.

- MySQL databases.

- Apex, Aura Framework/LWC, HTML, CSS, and JavaScript.

- Salesforce Admin knowledge.

- Hands-on experience with AWS services (e., EC2, S3, RDS, CloudWatch).

- Proficiency in reading logs, querying databases, and working with REST APIs.

- Strong analytical and problem-solving skills.

- Excellent verbal and written communication skills with a customer-first mindset.

- Ability to multitask and prioritize tasks in a fast-paced environment.

- Flexibility to work in US/APAC/rotational shifts.

Preferred Skills :

- Experience with CRM platforms such as Salesforce, Zoho, or HubSpot.

- Familiarity with logging and monitoring tools like BetterStack, ELK Stack, or New Relic.

- Knowledge of CI/CD pipelines and debugging deployment issues.

- This is an exciting opportunity to work in a fast-paced environment, tackle challenging technical problems, and contribute to delivering a world-class support experience.