Software Support Engineer L2

4 weeks ago

Karachi, Sindh, Pakistan Pakistan Single Window Full time
Job Description: L2 Technical Support Specialist

We are seeking an experienced L2 Technical Support Specialist to provide advanced support for PSW systems. The role involves addressing escalated issues from L1 support and OGA, diagnosing complex software, database, and application problems, and collaborating with development teams to resolve bugs and implement improvements.

  1. Provide L2 technical support for PSW systems, handling escalated issues from L1 support / OGA.
  2. Diagnose and resolve complex software, database, and application issues.
  3. Work with development teams and Product Owners to identify, analyze, and resolve system bugs and implement enhancements.
  4. Expand product and technology expertise through "learning tickets".
  5. Monitor system performance, identify bottlenecks, and take proactive measures to ensure uptime and reliability.
  6. Document troubleshooting steps and solutions for recurring issues to facilitate knowledge sharing with L1 teams.
  7. Manage complex technical incidents, ensuring timely resolution with minimal business impact.
  8. Handle multiple critical issues simultaneously, demonstrating strong multitasking skills.
  9. Participate in post-incident reviews to identify root causes and prevent future incidents.
  10. Respond promptly to incident alerts and support calls.
  11. Identify and coordinate with relevant teams for incident resolution.
  12. Maintain a good understanding of databases and assist in system upgrades, patches, and configurations.
  13. Understand APIs, Seq logs, Splunk, and related tools.
  14. Collaborate with cross-functional teams to deliver efficient support and maintain high customer satisfaction.
  15. Ensure compliance with SLAs for incident resolution and performance metrics.
  16. Communicate effectively, capturing and articulating technical and non-technical information clearly.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 2-3 years of experience in software or technical support, with at least 1 year in L2 support.
  • Strong understanding of enterprise software platforms.
  • Proficiency in troubleshooting software, databases (SQL), and applications.
  • Experience with ticketing systems, incident management, and monitoring tools.
  • Excellent communication skills and ability to handle multiple tasks under pressure.
  • Strong problem-solving skills with a customer-focused approach.
Benefits:
  • Competitive salary
  • Fuel Card
  • Health benefits
  • Professional development opportunities
  • Inclusive work culture & much more
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