Technical Support Engineer II
Skills
JavaBusiness Continuity PlanningContinuous ImprovementCustomer InteractionDatabasesEnglishRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong communication skills in English with the ability to explain technical concepts clearly and concisely
- Proven ability to identify root causes create replicable test cases and execute thorough troubleshooting procedures
- Proficiency in writing and understanding SQL queries and reading Java code for diagnostics
- Familiarity with cloud-based software troubleshooting and prior experience with Zendesk or similar ticketing tools is preferred
- Experience working in or supporting teams in multiple time zones is a plus
- 1 or more years of experience troubleshooting environments utilizing Kubernetes AWS and Azure a plus
- 3 to 5 years of experience in technical support with demonstrated exposure to Tier 2 or advanced troubleshooting roles
- High school diploma required with a four-year college degree in a related field strongly preferred
Nice to have
- Analytical
- Detail-oriented
- Collaborative
- Customer-focused
- Problem-solving
Day to day
- Provide advanced Tier 2 technical support for Solumina users by troubleshooting complex issues and minimizing downtime.
- Analyze business rules and build test cases in OOB environments to reproduce defects and diagnose root causes.
- Write basic SQL queries and review Java code errors to resolve database and application issues while improving support processes.