2nd Line Customer Support Engineer

Role Overview

• Handles escalated incidents from 1st Line Support.
• Investigates issues and drives them to resolution using established methods.
• Identifies root causes and proposes corrective and preventive actions for review.
• Works with R&D teams to resolve product defects and recurring issues.
• Analyses incident data and reports trends to internal teams.
• Checks systems and processes and recommends adjustments that improve effectiveness.
• Assesses new incidents and determines if they relate to known errors.
• Explains technical procedures to colleagues and customers and escalates complex issues.
• Solves problems using experience, available knowledge and guidance from senior colleagues.
• Provides informal support and mentorship to less experienced professionals.

Requirements

• Experience in 2nd Line Support or related technical support roles.
• Practical understanding of incident and problem management processes.
• Ability to analyse issues and complete investigations within set frameworks.
• Clear communication skills with internal and external stakeholders.
• Ability to recommend improvements to processes and service performance.
• Education and experience in a relevant technical field.