L2- L3 Technical Support Engineer (Remote, Contract)

About Company:

US-based leading provider of IT Service Management, IT Asset Management, and Network Inventory software solutions that help organizations of all sizes automate IT operations. We are seeking a skilled and motivated L2/L3 Technical Support Engineer to join our team on a remote, contract basis.

Position Summary:

As an L2/L3 Technical Support Engineer, you will provide advanced technical support for our proprietary software products to primarily English-speaking clients.

• The core requirement for this position is advanced scripting proficiency.
• Strong problem-solving abilities are essential, and familiarity with database management systems is highly desirable.

You will play a crucial role in ensuring client satisfaction by resolving complex technical issues and automating support processes.

• Provide expert-level (L2/L3) technical support for company's products, resolving complex issues and ensuring client satisfaction.
• Develop and implement automation scripts using PowerShell, Python, JavaScript, or other scripting languages to streamline support processes.
• Communicate effectively with clients in English via email, chat, and potentially phone, providing clear and concise solutions.
• Troubleshoot and resolve software and system issues, utilizing diagnostic tools and techniques.
• Write and execute SQL queries to analyze data and troubleshoot database-related issues.
• Document support interactions, solutions, and knowledge base articles.

Technical Stack

Programming and Scripting Languages: Python, PowerShell, JavaScript

Databases: SQL (including writing and executing SQL queries), experience with Database Management Systems (DBMS)

Web Technologies: HTML, CSS (preferred)

Network Technologies: Local and global network principles, network protocols (SSH, FTP, WinRM, ICMP, SMB, etc.), network troubleshooting techniques

Operating Systems: Windows, Linux, macOS (preferred)

Bug Tracking Tools: Jira, Bugzilla (preferred)

Required Qualifications:

• 3-5 years of experience in a technical support role, preferably at the L2/L3 level.
• Advanced proficiency in at least one scripting language (Python, PowerShell, JavaScript, etc.).
• Knowledge of SQL query language and experience with database management systems (DBMS).
• Experience writing integrations with third-party APIs.
• Troubleshooting
• Excellent English and Russian communication skills, both written and verbal, for confident correspondence with clients.
• Demonstrated interest in and understanding of modern web technologies.
• Ability to work effectively in a remote environment

Preferred Qualifications (Nice to Have):

• Knowledge of HTML and CSS.
• Understanding of local and global network principles, including network protocols (SSH, FTP, WinRM, ICMP, SMB, etc.) and network troubleshooting techniques.
• Advanced experience with various operating systems (Windows, Linux, macOS).
• Experience using bug tracking systems (e.g., Jira, Bugzilla).

• We are currently working 100% remotely since COVID-19 with all employees. This is a remote, independent contractor position.
• We provide a comfortable, team-oriented, engaging, and rewarding business environment with competitive salaries.
• Flexible work schedule with the ability to adjust start and end times within reasonable limits.

To Apply:

Please submit your resume and a cover letter outlining your relevant experience and qualifications.