Level 2 Support Engineer - (Remote - US)

As a Level 2 Support Engineer at Jobgether, your primary responsibilities involve diagnosing and resolving technical issues escalated by the Support and Customer Success teams. You'll utilize log management tools like Splunk to perform root cause analysis, troubleshoot cloud infrastructure, and collaborate with engineering teams on complex product issues. Additionally, documenting your findings to improve knowledge sharing within the team is crucial for optimizing workflows.

To be considered for the Level 2 Support Engineer position at Jobgether, candidates should have a minimum of two years of experience in a technical support or engineering role, preferably in a SaaS environment. Proficiency in log analysis, database management, and cloud technologies such as AWS, Azure, or GCP is essential. A Bachelor’s degree in Computer Science or a related field is also required, though equivalent professional experience may be considered.

In the Level 2 Support Engineer role at Jobgether, you will work with a range of tools including Splunk for log management, Datadog for monitoring, and Jira for issue tracking. Familiarity with cloud services such as AWS, Azure, and GCP is crucial, as you'll be troubleshooting and maintaining system performance across these platforms. Experience with GitHub and other debugging tools is also beneficial.

At Jobgether, we prioritize the professional development of our Level 2 Support Engineers through continuous learning opportunities and access to cutting-edge technologies. You'll engage in collaborative problem-solving with experienced engineers, enhancing your technical skills. We also encourage participation in online courses and certifications to aid in your growth within the tech industry.

Working as a Level 2 Support Engineer at Jobgether comes with an attractive benefits package that includes a competitive salary range of $85,000 to $110,000, unlimited Paid Time Off (PTO), comprehensive medical and dental benefits, paid parental leave, and equity through Carta. An emphasis on work-life balance and a fully remote flexible environment make this an appealing opportunity for talented engineers looking to thrive.

When discussing your experience with log management tools, be specific about the tools you've used, such as Splunk or ELK. Describe scenarios where you've performed root cause analysis and how your efforts improved system performance or resolved customer issues. Highlight your problem-solving process and any impact your work had on the overall customer experience.

In your response, outline your systematic approach to troubleshooting. Start with recognizing the problem, gathering data, and identifying potential causes. Discuss how you utilize tools and collaborate with teams to diagnose the issue, ensuring you're thorough and methodical in identifying fixes and preventative measures.

Detail your hands-on experience with cloud technologies such as AWS, Azure, or GCP. Talk about specific projects or incidents where you leveraged these platforms, emphasizing your role in maintaining systems, enhancing security, or resolving outages. Be sure to connect your experience to the responsibilities of the Level 2 Support Engineer position.

Explain your communication style and any protocols you follow when escalating issues to engineering teams. Emphasize the importance of clarity, detail, and prior research in your communication, ensuring there's a shared understanding of the problem and any troubleshooting steps taken prior to escalation. Mention any tools you use to facilitate this communication.

When answering this question, provide a detailed account of a specific situation where you faced a challenging customer issue. Discuss the steps you took to diagnose and resolve the problem, the collaboration involved, and the outcome. Highlight any customer feedback or learning experiences that emerged from the situation.

Discuss the resources you use to stay informed about the latest trends, such as online courses, webinars, industry blogs, or forums. Share specific examples of how this knowledge has benefited your work or how you've applied new technologies in past roles to enhance your effectiveness.

Talk about your experience with tools like Jira or GitHub to track and manage issues. Mention the importance of prioritizing issues based on impact and urgency and describe a time when your triaging helped assist in resolving a significant problem quickly.

Detail the significance of proper documentation in a Support Engineer's role. Explain how documentation helps maintain internal knowledge, enhances team productivity, and reduces repeat issues. Share your strategies for effectively documenting technical findings and processes.

Describe your approach to managing stress during critical incidents. Discuss techniques that help you remain calm and focused, such as prioritizing tasks, effective communication with your team, and keeping stakeholders informed. Share a specific instance where your composure led to a successful resolution.

Emphasize the importance of customer experience in technical support roles. Discuss your role in ensuring customer satisfaction and enhancing their experience, whether through timely resolutions, clear communication, or understanding their technical needs. Provide examples of how your actions improved customer interactions.