As a Tier 2 Enterprise Support Engineer, you will play a critical role in delivering high-quality technical support to enterprise customers. You will handle complex issues across varying levels of severity, serve as an escalation point for Tier 1 support engineers, and collaborate cross-functionally with Engineering, QA, Infosec & Professional Services teams to ensure timely and effective resolution of customer concerns. Your contribution will be key in maintaining customer satisfaction and continuous improvement of support processes.
- Engage directly with enterprise customers to troubleshoot & resolve complex technical issues across different severities.
- Serve as an escalation point for Tier 1 Support Engineers, providing guidance & resolution assistance.
- Own & drive resolution of high-visibility tickets to ensure an optimal customer experience.
- Collaborate with the Sustaining Engineering team to investigate & resolve potential product defects reported by customers or partners.
- Reproduce, test, validate & document reported behaviors to determine if they are bugs or expected system functionality. Participate in RCAs for recurring issues & recommend preventive actions.
- For every ticket handled, ensure exact documentation and, where applicable, create & publish Knowledge Base articles on newly identified or resolved issues to support internal teams & customers.
- Conduct knowledge transfer sessions to Tier 1 Support & other internal teams, on newly discovered or resolved issues.
- Collaborate with SMEs for product feedback & with the QA team to ensure reported defects have corresponding test cases incorporated into automation cycles.
- Participate in a 24/7 support model by working rotational shifts(including EST/PST) & fulfilling on-call responsibilities as needed.
- Take up other tasks as needed & assigned by the Team Lead/Manager based on business requirements.
- 3+ years of experience in technical support, preferably in a Tier 2 or escalation role, with a strong background in troubleshooting DNS, DHCP & IPAM related issues.
- Familiarity with Linux operating environments, including the ability to interpret system behavior through routine command-line interactions, log analysis, and process-level diagnostics.
- Comfortable working with relational databases
- Cloud & automation expertise is a plus(But not mandatory).
- Excellent communication & customer-handling skills.
- Ability to thrive in a fast-paced, high-pressure environment.
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