Support Engineer L2

Druid AI is an end-to-end platform for building, deploying, and scaling AI agents and Conversational Business Applications. They are looking for a proactive and tech-enthusiastic Support Engineer to ensure technical customer issues are resolved within contractual SLAs and to maintain strong relationships with customers for technical support.

Responsibilities:

• Ensure that technical customer issues are serviced within our contractual SLA, and managed to resolution
• Maintain strong relationships with our customers for the delivery of technical support
• Collaboration with Development teams on escalation issues
• Propose improvements related to procedures, workflows etc
• Documenting incident patterns and solutions/workarounds to solve them
• Have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction
• Share knowledge with other engineers and develop customer solutions efficiently
• Provide guidance and mentorship to other team members

Requirements:

• Bachelor's degree in Computer Science, Information Systems, or equivalent
• Must be experienced in diagnosing, troubleshooting, and debugging
• Demonstrated ability to troubleshoot Azure cloud infrastructure and platform services
• Proven strong technical understanding of software products
• Knowledge of database structures (SQL) and data manipulation
• Strong verbal and written communication skills in English
• Critical thinking & organisational skills
• Excellent analytical and problem-solving skills
• Attention to detail