Technical Support Expert - Tier 2

We are a growing startup developing an AI-powered system that helps lifeguards detect emergencies in real time, revolutionizing water safety worldwide. We are seeking a Technical Support Expert (Tier 2) to join our dynamic team.

Responsibilities:

• Manage customer inquiries with professionalism, ensuring adherence to SLAs and maintaining high customer satisfaction.
• Take full ownership of complex cases, collaborating effectively with internal teams such as R&D, Product, and Operations for timely resolution.
• Diagnose and troubleshoot technical issues, perform root cause analysis (RCA), and deliver effective solutions in a Linux-based environment.
• Communicate clearly and empathetically with customers through the ticketing system, online meetings, and email.
• Document resolutions and best practices, contributing to the continuous improvement of the internal knowledge base.
  
  

• Minimum of 3 years of hands-on experience as a Support Expert in Tier 2 level, including issue triage, in-depth troubleshooting, escalation management, and resolution of complex technical problems.
• Proven experience working with server operating systems (Linux: Ubuntu, CentOS, Debian, etc.), Including installation, configuration troubleshooting, and performance optimization.
• Ability to work independently and as part of a team.
• Full proficiency in English.
• Experience in global customer-facing roles.
• Willingness to work on-call (Weekends - once every 2 months or so).
• Strong problem solving and analytical skills.
• Experience with network security technologies (firewalls) - Advantage.
• Experience running Linux BASH Commands - Advantage.