L2 Technical Support Consultant

Summary

Join our team as a L2 Technical Support Consultant and thrive in a multicultural and multilingual, fully remote work environment. Handle customer inquiries, providing timely solutions and escalating issues to appropriate teams. Maintain accurate records, provide on-site support, and contribute to the company's knowledge base. Ensure compliance with SLAs. Excellent English communication skills (C1 level) and 1+ years of experience as a Technical Support Engineer are required. Experience with Windows and Linux, log analysis, Zendesk/Salesforce/Intercom/Freshdesk, remote debugging, and excellent troubleshooting skills are also necessary. The role offers a flexible schedule, paid training, good bonuses, and a supportive work environment.

Requirements

• Excellent English communication skills (at least C1 for both spoken and written)
• 1+ years of proven experience as a Technical Support Engineer, Product Support Engineer, or similar role
• Strong understanding of the interaction between hardware and software platforms
• Experience with both Windows and Linux operating systems
• Hands-on experience analyzing and interpreting logs
• Experience with Zendesk, Salesforce, Intercom, or Freshdesk
• Excellent troubleshooting and problem-solving abilities
• Experience with remote hardware debugging
• Customer-oriented and responsible attitude
• Excellent interpersonal skills

Responsibilities

• Handle customer inquiries involving technical issues and feedback, providing timely and effective solutions
• Follow established procedures to escalate issues to the appropriate internal teams and stakeholders
• Maintain accurate and up-to-date records of system failures, maintenance activities, and identified bugs
• Provide support for on-site activities involving technicians, customers, and subcontractors
• Contribute to and manage the company’s support knowledge base, including relevant support guides and articles
• Ensure compliance with the company’s Service Level Agreements (SLAs)

Preferred Qualifications

• Experience working with UAV/UAS systems
• Practical knowledge of network architecture and cloud-based systems
• Familiarity with firewalls and port configuration

Benefits

• Flexible schedule
• Opportunity to work fully remotely
• Compensation in USD
• Good bonuses for referring friends
• Paid intensive training and probation
• Work-life balance
• Responsive management interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development