As an L2 Technical Support Specialist, you will be the next escalation point after L1 support, handling complex technical issues, and providing in-depth troubleshooting. You will collaborate closely with engineering and product teams to resolve recurring issues, and document solutions.

Qualifications:

• Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience.
• 2–4 years of technical support experience (preferably in an IT, SaaS, or BPO environment).

Strong knowledge of:

• Operating systems (Windows, Linux, macOS)
• Networking fundamentals (TCP/IP, DNS, VPN, Firewalls)
• Databases (SQL queries, basic administration)
• Cloud platforms (AWS, Azure, GCP – basics or admin level)
• Experience with ticketing systems (ServiceNow, Jira, Zendesk, or similar).
• Excellent problem-solving and analytical skills.
• Strong English communication skills (written and spoken).

Nice-to-Have Skills (Advantage):

• Industry certifications (ITIL, CompTIA, CCNA, MCSA, etc.).
• Experience with scripting or automation (PowerShell, Python, Bash).
• Familiarity with DevOps tools (Docker, Kubernetes, CI/CD).
• Customer support experience in a global/24x7 environment.