Technical Support Engineer - Level 2

We are seeking a highly skilled Technical Support Engineer - Level 2 to join our dynamic support team. As a Level 2 Technical Support Engineer, you will be responsible for providing advanced technical assistance and troubleshooting expertise to our customers. You will play a critical role in diagnosing and resolving complex technical issues, ensuring customer satisfaction, and contributing to the continuous improvement of our products and services. Responsibilities: Respond promptly and professionally to customer inquiries and support tickets via phone, email, or other communication channels. Investigate and diagnose complex software, hardware, and network-related issues reported by customers, taking ownership of the problem until resolution. Provide in-depth technical support, guidance, and solutions to Level 1 support engineers and other team members. Collaborate with cross-functional teams, including Development and Quality Assurance, to investigate and resolve escalated technical issues. Document and track customer interactions, issues, and solutions accurately in the support ticketing system. Proactively identify patterns and trends in customer issues, and work towards implementing preventive measures and knowledge base articles. Participate in product testing, feature enhancement discussions, and contribute to the overall improvement of our products and services. Stay up-to-date with industry trends, new technologies, and best practices to continuously enhance your technical skills and knowledge. Experience in ThreatLocker or similar cybersecurity platform is a huge plus Requirements: Proven experience in a Level 2 technical support or similar role, preferably with expertise in technologies and solutions commonly used in the industry, including network security (such as SonicWall firewalls), cloud platforms (such as Azure), productivity suites (such as Microsoft 365), backup and recovery solutions (such as Veeam and Datto), and professional services automation tools (such as the ConnectWise suite). Proven experience in a Level 2 technical support or similar role. Strong knowledge of software applications, operating systems, networking protocols, and hardware components. Proficiency in troubleshooting complex technical issues and providing detailed solutions. Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers. Strong customer-centric mindset with a focus on delivering exceptional support experiences. Ability to work independently and collaboratively in a fast-paced, team-oriented environment. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus. Job Type: Full-time Pay: $24.00 - $35.00 per hour Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Work Location: In person