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.

Requirements:

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.