Technical Support Engineer – Level 2

About the role

We are looking for a Tier 2 Support Engineer to join our Support team. You will provide advanced technical assistance for our CCaaS platform, collaborating closely with customers and internal technical groups.

Key responsibilities

• Analyze and resolve technical incidents reported by customers.
• Track support cases across email, Slack, phone calls and other channels.
• Configure the system and telephone call flows.
• Run database queries and generate reports.
• Perform installations and system configurations.
• Debug forms and troubleshoot issues.
• Monitor operations to detect potential incidents.
• Create and maintain technical documentation.
• Collaborate with cross‑functional teams to find solutions and escalate when necessary.

Required profile

• Conversational English.
• Strong analytical and problem‑solving abilities.
• Customer‑focused attitude.
• Proactive, autonomous and able to work well in a team.

Required skills

• MySQL knowledge.
• Linux familiarity (desired).
• Experience with APIs, Web Services and JavaScript.
• Understanding of PBX systems (valued).