2nd Line Support Engineer

As a 2nd Line Support Engineer, you will play a key role in configuring and supporting software solutions while understanding client requirements, common issues, and system intricacies. Your responsibilities will include troubleshooting, optimizing, and maintaining both cloud-based and locally installed components to ensure a seamless user experience. You will manage support tickets, assist with system integrations, and provide expert guidance on software interactions.

This role requires a combination of technical expertise, problem-solving skills, and a customer-focused approach to deliver high-quality support.

Requirements

Key Responsibilities

Software Configuration & Support

• Provide expert-level support for software platforms, understanding client-specific setups, challenges, and best practices.
  

• Troubleshoot client issues related to system configuration, data discrepancies, and integration workflows.
  

• Gather insights from users and relay feedback to product and development teams for system enhancements.
  

• Develop a deep understanding of the software’s functionality to diagnose and resolve issues efficiently.
  

Database Troubleshooting & Performance Optimization

• Investigate and resolve database-related issues within internal systems.
  

• Support locally installed synchronization tools, diagnosing failures and optimizing performance.
  

• Analyze and interpret SQL queries, stored procedures, and logs to identify root causes and recommend fixes.
  

• Assist customers with troubleshooting connectivity issues between the software and database environments.
  

Support Ticketing & Workflow Automation

• Manage and enhance the support ticketing system to ensure efficient tracking, automation, and reporting.
  

• Identify and implement workflow improvements to increase efficiency and reduce resolution times.
  

• Generate and maintain reports that provide insights into ticket trends, common issues, and performance metrics.
  

System Integrations & Process Understanding

• Assist customers with integrations and data flows between software platforms and third-party applications.
  

• Understand business processes, including approvals, workflows, and compliance requirements.
  

• Provide guidance on best practices for system setup, reporting, and automation.
  

API Support & Custom Integrations

• Support clients using APIs for custom integrations, troubleshooting authentication, data mapping, and sync issues.
  

• Assist in setting up custom API integrations to align with business workflows and reporting needs.
  

• Provide guidance on utilizing reporting APIs for business intelligence and analytics tools.
  

Customer Interaction & Communication

• Engage directly with customers via remote communication tools, providing real-time troubleshooting and assistance.
  

• Proactively contact clients to discuss and resolve issues, ensuring a hands-on, customer-focused approach to support.
  

• Communicate technical concepts clearly to both technical and non-technical audiences.
  

Skills & Experience Required

• Proven experience in a 2nd Line Support Engineer or similar technical support role.
  

• Strong knowledge of software platform support, system configurations, and troubleshooting.
  

• SQL experience, including analyzing queries, troubleshooting stored procedures, and resolving database issues.
  

• Experience managing a support ticketing system, including automation, reporting, and workflow optimization.
  

• Understanding of business processes and system integrations.
  

• Familiarity with APIs, integrations, and business intelligence tools.
  

• Experience with server management, including scheduled tasks and event log diagnostics.
  

• Strong problem-solving skills and a customer-focused mindset.
  

• Excellent verbal and written communication skills.
  

• Ability to work independently in a remote environment while collaborating with a distributed team.