L2 Support Engineer (Application Support Engineer)

Company Description

An enterprise client, a leading provider of Telecom analytics for roaming, security and risk management and end-to-end domestic and roaming testing solutions is looking to partner with a proficient L2 Support Engineer to join a dynamic customer support team.

Job Description

• Delve deep into product functionalities to address intricate product queries.
• Cultivate a broad understanding of the product codebase.
• Perform Level 3 analysis, troubleshooting, and resolution of customer service requests (CSRs).
• Scrutinize product logs, draw parallels with code, and pinpoint problems at the L2 level.
• Adhere to stipulated protocols for escalating issues to the engineering team.
• Craft patches or hot-fixes in tandem with the backend engineering function, when required.
• Be actively involved in assessing and implementing product upgrade and installation protocols.
• Channelize valuable customer feedback to the backend engineering function for product enhancements.

Qualifications

• Proficiency in Core Java programming.
• Adeptness in scripting (Shell or Perl).
• Profound knowledge of Linux.
• Stellar verbal and written communication prowess.
• Proven ability to engage transparently with both customers and internal stakeholders.
• Collaborative mindset for working with diverse teams.
• Demonstrated efficiency in resolving queries over call and email.
• A robust experience of 5-7 years in the software domain, with a preference for a telecommunications background.
• Minimum of 4 years in an L2 Support Engineer capacity or a role of similar nature.
• A development (programming) stint spanning 2-3 years will be advantageous.
• Education in Computer Science, Electronics and Communication Engineering, Telecom Engineering, or any allied domain.

Additional Information

• Fully remote opportunity.
• Applicants must be based in Portugal.