L2 Technical Support Engineer

Job Description:

Position Purpose Statement

Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems (including the API) for the MyPass platform. This role is customer facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical (P1) incidents.

Tier 2 Technical Support Engineers play a key role as the front-line interface between our customer and the Product & Engineering team and operate as a second level of support after basic user-level support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.

Key Responsibilities