L2 software support engineer

2 weeks ago

Pakistan Thinglogix Full time 900,000 - 1,200,000 per year

We are looking for a highly skilled L2 Software Support Engineer to join our team and provide advanced support for AWS-based software projects. The role involves troubleshooting complex technical issues, collaborating with development teams, and ensuring smooth operations across our cloud environments.

Responsibilities

  • Act as the primary point of escalation for technical issues unresolved by L1 support, ensuring timely resolution.
  • Troubleshoot complex customer issues, perform root cause analysis, and provide solutions via calls, remote sessions, or detailed documentation.
  • Collaborate with development teams to resolve defects, push fixes to production, and verify successful deployment.
  • Analyze application and system logs (e.g., AWS CloudWatch) to identify patterns, errors, and performance issues.
  • Monitor and set up AWS alerts (e.g., cost, error, and traffic alerts).
  • Provide hands-on coding/debugging support in technologies such as JavaScript, , and Angular to reproduce and fix issues.
  • Manage and prioritize a ticket queue, ensuring adherence to SLAs and maintaining high customer satisfaction.
  • Document common issues, troubleshooting steps, and best practices to improve the knowledge base and reduce future escalations.
  • Assist in incident management and post-incident reviews to ensure continuous improvement.
  • Contribute to DevOps and automation tasks to improve reliability and efficiency of support processes.
  • Mentor, coach, and support junior support engineers to strengthen the technical support team.

Qualifications

  • Bachelor's degree in Computer Science, IT, or a related field.
  • Up to 4 years of experience, and Team lead experience is required
  • Previous experience with AWS
  • Ability to effectively coach, mentor, and motivate a team.
  • Strong coding skills (for example: JavaScript, , Angular).
  • Ability to troubleshoot and guide customers to identify and solve issues on call.
  • Skilled at performing root cause analysis for new/unknown issues.
  • Ability to coordinate with development teams and push fixes into production.
  • Proficient in analyzing AWS CloudWatch logs and understanding system/application behavior.
  • Exceptional customer service skills with a problem-solving attitude.
  • Task-oriented and organized, with experience managing a ticket queue and prioritizing issues.
  • Excellent written and verbal communication skills.
  • Ability to work under pressure in dynamic environments.
  • Good DevOps skills are a plus.
  • Experience with chatbot development is a plus.

Job Type: Full-time

Work Location: Remote

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