Software Support Engineer L2

3 days ago

Karachi, Sindh, Pakistan Pakistan Single Window Full time
  • Provide L2 technical support for PSW systems, addressing escalated issues from L1 support / OGA.
  • Diagnose and resolve advanced software, database, and application issues.
  • Collaborate with development teams / PO to identify, analyze, and resolve system bugs and enhancements.
  • Expanding product and technology expertise by working on "learning tickets".
  • Monitor system performance, identify bottlenecks, and take proactive measures to ensure system uptime and reliability.
  • Document troubleshooting steps and solutions for recurring issues, ensuring knowledge sharing with L1 teams.
  • Handle complex technical incidents, ensuring timely resolution and minimal business impact.
  • Able to multitask when several critical issues happen simultaneously.
  • Participate in post-incident reviews to determine root causes and prevent future occurrences.
  • Quickly responds to incident alerts and support calls.
  • ldentifies, and coordinates with teams that are critical to the event's resolution.
  • Good understanding of Database.
  • Assist in system upgrades, patches, and configuration changes as needed.
  • Understanding of APls.
  • Understanding of Seq logs / Splunk etc.
  • Collaborate with cross-functional teams to deliver efficient support and maintain a high level of customer satisfaction.
  • Ensure compliance with service-level agreements (SLAs) for incident resolution and performance metrics.
  • Strong communication skills with the ability to capture and articulate technical and non-technical details.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 2-3 years of experience in software support or technical support roles, with at least 1 year in L2 support.
  • Strong understanding of enterprise software platforms.
  • Proficient in troubleshooting software, databases (SQL), and application-related issues.
  • Experience with ticketing systems, incident management, monitoring tools etc.
  • Excellent communication skills and ability to manage multiple tasks under pressure.
  • Excellent problem-solving with a customer-focused mindset.

Benefits

  • Competitive salary
  • Fuel Card
  • Health benefits
  • Professional development opportunities
  • Inclusive work culture & much more

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