Technical Support Engineer

📢 We're Hiring: Technical Support Engineer (L2)

Location: Remote

Working hours: 12:00PM – 9:00PM, Monday to Friday

About the Role

We are seeking a highly skilled L2 Technical Support Engineer to join our team. This role requires a proactive problem solver with excellent communication skills who can support our customers in real time. You will serve as a critical link between our technology and our clients, ensuring smooth operations and exceptional service.

Responsibilities

• Act as a senior escalation point for complex technical issues

• Provide real-time remote support to customers, responding promptly to issues and requests.

• Connect securely to customer environments and troubleshoot problems using advanced tools.

• Monitor dashboards to detect anomalies, performance issues, and potential risks.

• Analyze issues to identify potential root causes and propose effective solutions.

• Collaborate closely with product and engineering teams to resolve complex technical problems.

• Document support activities, resolutions, and share knowledge with internal teams.

• Maintain clear, professional, and empathetic communication with customers.

Requirements

• Minimum 5 years of experience in a technical support, DevOps, or system engineering role.

• Proven ability to troubleshoot and analyze complex software/system issues.

• Experience with monitoring dashboards, diagnostic tools, and remote troubleshooting.

• Experience with SQL, REST APIs, JIRA, Postman, Grafana.

• Ability to read logs and detect failure points.

• Troubleshoot deployment issues and provide remote user support.

• Strong communication and customer service skills, with the ability to explain technical issues clearly.

• Self-starter comfortable working in a fast-paced startup environment.

• High level of spoken and written English is required

• Availability to work Monday to Friday, 12:00PM – 9:00 PM.

Preferred Skills (Nice to Have)

• Experience with healthcare software, SaaS, or mission-critical systems.

• Familiarity with SQL, APIs, or log analysis.

• Previous startup experience.

📩 To apply, please send your CV to: cv@aiomed.com