Level 2 Technical Support - Corvil
HybridLondon, England, United Kingdom
Job Summary
Handle direct technical customer inquiries, perform complex root cause analysis, and partner with clients to emphasize issue prevention over resolution. Provide escalation support, interface with engineering on deep product issues, and contribute to projects involving support tools, knowledge management, and self-service initiatives. Isolate problems between hardware and software while maintaining customer satisfaction from a technical and professional level. This hybrid Level 2 role requires on-call availability across EMEA, USA, and APAC jurisdictions. Candidates must possess 3+ years of experience in mission-critical environments with a background in Linux, network configuration, and TCP/IP fundamentals.
Required Qualifications
- 3+ years' experience providing Level 2 technical support for enterprise products in mission critical environments to a global customer base
- Suitable applicants must be available to provide on-call support on a scheduled basis
- Working knowledge of Linux systems, network configuration, and general troubleshooting
- Demonstrable ability to isolate problems between hardware and software and to provide relevant information to the development teams
- Proven working knowledge of TCP/IP fundamentals
- Strong process discipline with a working knowledge of Salesforce or other CRM system
- Third Level Degree in Computer Science, Computer Engineering or a related discipline or equivalent experience
- Excellent verbal and written English-language communication skills to effectively manage the customer relationship
- Ability to work constructively together as part of a team, sharing ideas and resources
Desired Qualifications
- Hands-on experience of network switches, routers, aggregation taps, Linux servers, etc.
- Experience working with financial (FIX, etc.) and enterprise (VoIP, etc.) protocols
- Cisco CCNA certification
- Experience supporting applications deployed in cloud environments (AWS, Azure)
- UNIX scripting languages including Bash, Python, awk, Perl
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