Technical Support Analyst – L2

Role Overview

• Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.
• Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).
• Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
• Manage escalated tickets, offering detailed solutions or escalating further when necessary.
• Educate customers on product features to help them resolve issues independently when possible.
• Develop and update thorough documentation, including troubleshooting guides and knowledge base articles.
• Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.
• Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues.
• Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they’re addressed.
• Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed.
• Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary.
• Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.
• Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products.

Requirements

• At least 3 years of experience in a technical support role, with a total of at least 5 years in customer support.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
• Strong problem-solving skills and the ability to analyze and resolve technical issues.
• Should have at least 1 year of experience in software engineering/development or 2 years of experience as a networking admin
• Advanced knowledge of operating systems, including:
• Excellent communication skills, both verbal and written.
• At least 2 years of experience with Python, Shell scripting, and SQL.
• Based in EMEA
• Successful completion of a background check

Tech Stack

• Python
• Shell Scripting
• SQL

Benefits

• Meaningful equity in a fast-growing company
• everyone on the team receives stock options — your impact drives our growth, and you share in the upside.
• Flexible PTO
• take the time you need to recharge
• Most roles are remote work first with an inclusive, collaborative teams utilizing slack as the main form of internal communication
• Join a passionate team on the cutting edge of AI infrastructure — where culture, learning, and ownership are at the heart of how we scale.
• $1,200 USD Home Office & Equipment Stipend
• We set you up for success from day one with gear and support to create your ideal workspace