NTD Software is hiring a
L2 Support Engineer, Remote - Worldwide

Summary

The L2 Production Support Engineer role involves supporting, troubleshooting, and resolving technical issues in a production environment. The candidate should have 4 years of experience as an L2 support engineer, strong communication skills, hands-on technical expertise in UNIX, SQL, and Java, and knowledge of ITIL processes.

Requirements

• 4 years of proven experience as an L2 support engineer in a production environment
• Fluent English
• Strong verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders
• Hands-on experience with SQL (Pl/SQL) and UNIX-based environments
• Proficiency in Shell Scripting and monitoring UNIX processes
• Knowledge of ITIL processes, including Service Management, Knowledge Management, and Incident Management
• Ability to read and debug Java code for troubleshooting purposes
• Skilled in debugging and troubleshooting, with a demonstrated ability to perform root cause analysis

Responsibilities

• Provide Level 2 support for production systems, responding to incidents and issues within defined SLAs
• Communicate effectively with stakeholders and development teams to articulate technical and functional aspects of problems and solutions
• Follow ITIL processes for Service Management, Knowledge Management, and Incident Management
• Perform root cause analysis (RCA) and provide recommendations for process and technical improvements
• Write and execute SQL queries to extract and analyze data, including procedures and triggers
• Monitor UNIX-based processes and handle error diagnostics using UNIX and Shell Scripting
• Read, understand, and debug Java code to troubleshoot application-related issues
• Collaborate with other support teams to maintain system stability and ensure efficient resolution of incidents