Level 2 Technical Support Engineer

Description

What Application Development & Maintenance contributes to Flexicon Solution Inc

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.

The Level 2 Technical Support Engineer will be responsible for providing advanced technical support to resolve software, system, and application-related issues. This role requires a mix of technical expertise, problem-solving skills, and excellent communication to ensure high-quality customer satisfaction. The candidate will also act as a bridge between Level 1 support and the development/engineering teams.

As a L2 Support, you will be analyzing and providing effective incident resolution for technical issues from L1 Support, ensuring minimal disruption to end users and business operations;
Perform system maintenance, monitoring, and troubleshooting using Google Cloud Platform (GCP) services.
Utilize MySQL syntax for database queries, maintenance, and performance optimization.
Collaborate with internal technical teams to provide in-depth technical support for application-related issues.
Write and maintain technical documentation to assist in optimizing problem-solving processes.
Use Node.js development tools as needed and resolve system-related issues.
Proactively monitor and maintain IT systems to ensure smooth operation, performing preventive maintenance to minimize risks of failure.
Assist in deploying service versions and provide logs related to the operational status of services.
Investigating, analyzing, and collecting information for escalated issues, leveraging approved ticketing tools to document and escalate to Level 3 support when necessary.

Requirements
2+ years of experience as an L2 Application support experience, with a proven ability to resolve technical issues and fulfill service requests effectively.
Familiarity with Google Cloud Platform (GCP) operations and management, including services like Compute Engine, Cloud Storage, Docker ..etc.
Proficiency in MySQL syntax, with the ability to perform database queries, performance tuning, and data migration.
Proficient in JavaScript, capable of writing and debugging code to resolve technical issues.
Skilled in using regular expressions and able to write them for specific scenarios.
Strong problem analysis and troubleshooting skills, able to handle urgent issues effectively under pressure.
Excellent communication skills, with the ability to communicate clearly with both technical and non-technical personnel at various levels.
Ability to prioritize tasks and handle escalations efficiently, ensuring that critical issues are resolved in a timely manner.
Ability to work independently and solve problems effectively.


Good to have:

Knowledge and practical experience in networking.
Experience with other database systems (e.g., Redis, MongoDB, BigQuery, BigTable).
Proficiency in other programming languages (e.g., Python, C++) is a plus.