Support Engineer L2

About the role

We are looking for a proactive L2 Support Engineer to join our technical team, providing first‑line and escalated assistance to customers across the United States. The role combines troubleshooting of Linux and Windows environments, virtualization platforms, and cloud services while collaborating closely with sales and development teams.

Key responsibilities

• Handle incoming incidents via email, phone, and online meetings (TeamViewer, G2M).
• Configure our product in the customer’s environment and explain requirements and features.
• Troubleshoot network connectivity, operating system, and application issues.
• Investigate product problems, report bugs to the development team and apply fixes on‑site.
• Support the sales team with technical questions during meetings and provide pre‑sales assistance.
• Write and update internal procedures and knowledge‑base articles.
• Work on American shifts – either a standard 5‑day week or a 3‑day week plus one weekend day.

Required profile

• University degree in Computer Science or Information Technology.
• Minimum 2 years of professional experience in IT support.
• Upper‑intermediate English proficiency.
• Excellent communication and interpersonal skills.

Required skills

• Linux administration
• Windows administration
• Virtualization platforms (VMware, Hyper‑V, EC2, Nutanix, Proxmox)
• Active Directory
• Microsoft Exchange / O365
• Microsoft SQL Server
• Oracle Database
• AWS cloud services
• Microsoft Azure