Technical Support Engineer II

About the role

The Technical Support Engineer will provide advanced technical support for end users of our Solumina platform, resolving complex issues and improving system performance. This role requires a deep understanding of business rules, the ability to create test cases in Out-of-the-Box (OOB) environments, and proficiency in SQL queries and Java code errors. Candidates will also collaborate across teams to enhance support processes and ensure continuity of service.

Responsibilities

• Provide Tier 2 support by troubleshooting and resolving advanced technical issues that Tier 1 escalates, ensuring minimal downtime for users.
• Analyze product business rules and create test cases in OOB environments to replicate and diagnose reported issues.
• Write basic SQL queries and interpret Java code to identify and resolve database or application-related issues.
• Communicate effectively with users, internal teams, and management, offering clear solutions and ensuring customer satisfaction.
• Develop and document training materials, test cases, and troubleshooting procedures for complex issues to assist Tier 1 and Tier 2 personnel as well as customers.
• Assist in continuous improvement efforts by identifying inefficiencies and proposing enhancements to support workflows and system configurations.
• Ensure proper documentation of customer interactions, issue resolutions, and system updates using tools such as Zendesk.
• Collaborate with cross-functional teams to address recurring issues and implement solutions that enhance platform reliability and performance.

Requirements

• Strong communication skills in English with the ability to explain complex technical concepts clearly and concisely.
• Proven ability to identify root causes, create replicable test cases, and execute thorough troubleshooting procedures.
• Proficiency in writing and understanding SQL queries and reading Java code for diagnostics.
• Familiarity with cloud-based software troubleshooting and prior experience with Zendesk or similar ticketing tools is preferred.
• Experience working in or supporting teams in multiple time zones is a plus.
• 1 or more years of experience troubleshooting environments utilizing Kubernetes, AWS, and Azure a plus.

Qualifications

• 3-5 years of experience in technical support, with demonstrated exposure to Tier 2 or advanced troubleshooting roles.
• A high school diploma is required; a degree from a four-year college in a related field is strongly preferred.

Skills

• Strong communication skills in English with the ability to explain complex technical concepts clearly and concisely.
• Proven ability to identify root causes, create replicable test cases, and execute thorough troubleshooting procedures.
• Proficiency in writing and understanding SQL queries and reading Java code for diagnostics.
• Familiarity with cloud-based software troubleshooting and prior experience with Zendesk or similar ticketing tools is preferred.
• Experience working in or supporting teams in multiple time zones is a plus.
• 1 or more years of experience troubleshooting environments utilizing Kubernetes, AWS, and Azure a plus.

Benefits

• Competitive salary
• Yearly Performance Bonuses
• Referral Bonuses
• Comprehensive Medical/Dental/Vision Plans
• Company Paid LTD/STD
• Company Paid Life Insurance
• HSA/FSA
• Unlimited Vacation
• 40 hours of sick time per year
• Paid Holidays (10 per year)
• WFH Equipment Stipend
• Internet/WIFI stipend
• 401K - company match
• Wellness Program