Level 2 Support Engineer

As a Level 2 Support Engineer at Wealth.com, your primary responsibilities include collaborating with the Support Team and Customer Success Managers to investigate and resolve escalated technical issues. You will perform in-depth root cause analysis using log management tools, triage issues in platforms like GitHub and Jira, and ensure timely communication between technical and support teams. Additionally, you'll document technical findings and contribute to enhancing our internal knowledge base.

The Level 2 Support Engineer position at Wealth.com requires a minimum of 2 years of experience in a technical support or engineering role, preferably in a SaaS environment. Candidates should demonstrate proficiency in log analysis, database management, and cloud technologies. A Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience is also necessary.

Level 2 Support Engineers at Wealth.com commonly use tools such as log management platforms like Splunk and ELK, cloud monitoring solutions like Datadog and New Relic, as well as issue tracking systems like GitHub and Jira. Proficiency in scripting languages such as Python or Bash for automation and troubleshooting is also important.

Wealth.com champions a culture of continuous learning and development. As a Level 2 Support Engineer, you'll have access to various training resources and support for obtaining relevant certifications, such as AWS or Google Cloud certifications. Our environment encourages professional growth, so you can elevate your skill set while contributing to our team's success.

The salary range for a Level 2 Support Engineer at Wealth.com is between $85,000 and $110,000 a year, depending on experience and qualifications. In addition to a competitive salary, our benefits package includes full medical and dental coverage, unlimited PTO, equity options, and a supportive work culture.

When asked about performing a root cause analysis in an interview for the Level 2 Support Engineer position, describe your systematic approach. Start by collecting relevant data related to the issue, then use log management tools to identify patterns. Collaborate with the Support Team to gather insights and formulate hypotheses before testing your theories. Showcase your analytical skills and ability to document findings for future reference.

In a Level 2 Support Engineer role, time management is crucial. Discuss how you would use issue tracking tools like Jira to prioritize tasks based on urgency and impact. Describe your method for assessing customer impact and how you would communicate updates to stakeholders while maintaining transparency.

When answering this question, detail your familiarity with cloud platforms such as AWS, Azure, or GCP. Provide examples of how you've monitored and troubleshot cloud environments, emphasizing specific tools used, such as Datadog or New Relic, and how this experience would contribute to your success as a Level 2 Support Engineer at Wealth.com.

Express your proficiency in scripting languages like Python or Bash, highlighting specific instances where you've used scripts to automate tasks or troubleshoot issues. Discuss the benefits of automation in a technical support role and how it can enhance team efficiency and customer satisfaction.

In your response, focus on your ability to tailor your communication style based on the audience. Mention techniques like using analogies, simplifying terminology, and breaking down complex concepts into manageable steps. Providing examples of past experiences where you successfully bridged the gap between technical and non-technical stakeholders can strengthen your answer.

Prepare a structured response following the STAR method (Situation, Task, Action, Result). Briefly set the scene, describe the technical issue, and explain your role in resolving it. Highlight the steps taken, the tools used, and the ultimate outcome, emphasizing your problem-solving abilities and contributions to team success.

In response to this question, explain your approach to maintaining documentation. Discuss the importance of documenting technical findings, resolutions, and processes in a knowledge base. Mention strategies like routine reviews, soliciting feedback from team members, and leveraging documentation tools to keep everything organized for future reference.

Highlight your direct experiences with GitHub and Jira, explaining how you've used these platforms to manage technical issues, track progress, and prioritize tasks. Mention any specific features you find particularly useful, such as integrating issue tracking with documentation or utilizing tagging systems to expedite workflows.

When discussing your experience with DevOps practices or CI/CD pipelines, clarify your understanding of the principles behind them and share any hands-on experience. Explain how these practices can enhance collaboration between development and operational teams and positively impact customer experience.

In answering this question, connect your personal values and career aspirations with Wealth.com's commitment to innovation and customer success. Share what excites you about working in the estate planning sector and how you envision contributing to the company's mission and culture.