Technical Support Engineer – Level 2
Job Description
<p><strong>Overview</strong></p><p>We are looking for a Software Technical Support Engineer Level 2 as Bug Reporting and Debugging Specialist, you will play a critical role in providing exceptional technical support to our customers. You will be responsible for investigating and resolving complex customer issues, with a primary focus on debugging software applications and reporting bugs to the development team if the issues persist. Your in-depth technical knowledge, problem-solving skills, and attention to detail will contribute to ensuring a seamless customer experience and continuous improvement of our products.</p><p><br></p><p>At adam.ai, we’re on a mission to change the way that the world makes meetings. You’ll be building a world-class platform that has a great impact and has big customers from all over the world.</p><p><br></p><p><strong>Responsibilities</strong></p><ul><li>Serve as the primary point of contact for customers requiring advanced technical support beyond level 1 scope.</li><li>Conduct thorough investigations of customer-reported issues, utilizing debugging techniques and tools to identify the root cause of the problem.</li><li>Collaborate closely with customers to gather detailed information about the problem, including steps to reproduce, system configurations, and relevant error messages.</li><li>Analyze complex software systems, including logs and databases, to isolate bugs and troubleshoot issues.</li><li>Work closely with the engineering team to reproduce reported issues in a controlled environment for further analysis and resolution.</li><li>Prepare detailed bug reports, including comprehensive descriptions of the issue, steps to reproduce, and any relevant diagnostic data.</li><li>Assist with analyzing log files and system logs to detect problems and identify potential solutions.</li><li>Collaborate with the development team to ensure the timely and accurate delivery of bug reports, including following up on bug statuses and verifying fixes.</li><li>Stay updated on product knowledge, industry trends, and emerging technologies to continuously enhance technical skills and provide the highest level of support.</li></ul><p><br></p><p><strong>Requirements</strong></p><ul><li>Bachelor’s degree in Computer Science, Engineering, or a related field</li><li>Customer-centric mindset with a passion for delivering exceptional service and support.</li><li>Proven experience in technical support or a related customer-facing role, preferably in a software or technology company.</li><li>Experience working with cloud-based technologies and platforms.</li><li>Familiarity with web development frameworks (e.g., HTML, CSS, JavaScript).</li><li>Strong knowledge of software debugging techniques, tools, and methodologies.</li><li>Familiarity with customer interaction management and bug tracking tools.</li><li>Proficiency in using log analysis tools and techniques to identify problems and potential solutions.</li><li>Familiarity with database systems, particularly MongoDB, for troubleshooting and analysis purposes.</li><li>Excellent problem-solving skills and ability to think analytically and logically.</li><li>Outstanding communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical individuals.</li><li>Strong attention to detail and ability to meticulously document customer interactions, investigations, and bug reports.</li><li>Ability to work independently, manage multiple priorities, and thrive in a fast-paced, deadline-driven environment.</li></ul>
