Technical Support Engineer, L2

Job description

Your skills and qualifications:

• At least 2 years of experience as Technical Support or a similar position.
• Fluent English both written and spoken.
• Experience supporting products in desktop applications environments (macOS, Windows, Linux).
• Experience reproducing clients’ issues, and leading debug sessions in live calls with customers.
• Effectively collecting debug information to ease problem solving (logs, memory dumps etc).
• Knowledge in cloud environments (e.g. AWS), networking, storage.
• Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.

Your responsibilities:

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Resolving cases, tracking the progress and providing required follow-up.
• Working with other teams to ensure a consistent and high-quality level of support.
• Knowing our product inside out and being able to answer customer questions in a wide variety of areas.
• Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams.
• The ideal team member possesses the following personal traits:
• Shares our core values.
• Is a team player.
• Is smart with an analytical mindset.
• Is result-oriented and self-motivated.
• Has a positive, can-do attitude.
• Thrives in a fast-paced, dynamic environment.
• Uses AI ethically and pragmatically to boost productivity while maintaining accuracy, data privacy, and strong problem-solving skills.
• Has a strong desire to constantly learn while helping others do the same.
• At LucidLink, AI fluency is a core professional competency. As part of our interview process, we'll explore how you currently use AI tools in your work and how you think about using them responsibly.