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What you will work on:

We are looking for an experienced L2 Support Engineer to join our technical support team. The ideal candidate will have strong written and verbal communication skills, a solid understanding of

SQL, and excellent diagnostic abilities. In this role, you will handle complex technical issues escalated from Level 1 support, troubleshoot problems, and provide effective solutions to ensure high levels of customer satisfaction.

Key Responsibilities

 Provide second-level support for customer issues, escalating to higher-level support as necessary.

 Troubleshoot, diagnose, and resolve technical issues related to software, hardware, and network systems.

 Utilize SQL skills to query databases, analyze data, and resolve database-related problems.

 Collaborate with other support engineers, development teams, and stakeholders to effectively resolve issues.

 Document troubleshooting steps, issue resolutions, and updates in the support ticketing system.

 Offer guidance and mentorship to Level 1 support staff to assist them in resolving common issues.

 Participate in root cause analysis and suggest process improvements to enhance service quality.





 Follow up with customer service representatives (L1 team) to ensure complete issue resolution and maintain outstanding customer service.

Primary Requirements

 Excellent written and verbal communication skills for effective interaction with customers and internal teams.

 Strong knowledge of SQL, particularly SQL Server, with the ability to write and troubleshoot queries.

 Good diagnostic and problem-solving skills, emphasizing root cause analysis.

 Experience with support ticketing systems and remote troubleshooting tools.

 Ability to debug problems in web browsers using developer tools.

 Familiarity with software development processes, networking, and operating systems.

 Capacity to work in a rapid-paced environment and manage multiple priorities.

Preferred Qualifications

 Bachelor’s degree in computer science, Information Technology, or a related field.

 2+ years of experience in technical support or a similar role.

 Knowledge of programming languages or scripting is a plus.

 Experience with MS SQL Server databases.

 Familiarity with Postman for API testing is a plus.

📌 Job Opening For The Post OfSupport Engineer (Vadodara)
🏢 Kaapro Management Solutions
📍 Vadodara