Job Summary

HR Talent Solutions is seeking a highly motivated and customer-focused Technical Support Engineer – Level 2 (L2) to join our remote global support team. In this role, you will be responsible for providing advanced technical assistance to end users and enterprise clients, resolving complex issues, and acting as a key escalation point for Level 1 support teams. You will work closely with engineering, product, and IT operations teams to ensure high system availability, optimal performance, and an exceptional customer experience.

This position is ideal for a technically strong professional who enjoys problem-solving, thrives in fast-paced environments, and is passionate about delivering world-class technical support across diverse technologies and platforms.

Key Responsibilities

• Provide second-level technical support for software, hardware, network, and cloud-based systems.

• Diagnose, troubleshoot, and resolve complex technical issues related to applications, operating systems, and infrastructure.

• Act as an escalation point for unresolved Level 1 support tickets.

• Perform root cause analysis and document solutions for recurring issues.

• Collaborate with engineering and product teams to identify bugs, performance issues, and system improvements.

• Monitor system performance and proactively identify potential problems.

• Maintain detailed documentation of incidents, resolutions, and standard operating procedures (SOPs).

• Support deployment, configuration, and maintenance of IT systems and applications.

• Ensure compliance with service level agreements (SLAs) and customer satisfaction metrics.

• Participate in on-call support rotations if required.

Required Skills and Qualifications

• Strong knowledge of Windows and/or Linux operating systems.

• Experience with networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls).

• Familiarity with cloud platforms (AWS, Azure, or Google Cloud).

• Proficiency in troubleshooting web applications, APIs, and databases.

• Knowledge of ticketing systems (Zendesk, ServiceNow, Jira, Freshdesk, etc.).

• Excellent verbal and written communication skills in English.

• Strong analytical and problem-solving abilities.

• Ability to manage multiple tasks and prioritize effectively.

• Customer-centric mindset with strong interpersonal skills.

Experience

• 2–5 years of experience in a Technical Support Engineer, IT Support, or similar role.

• Prior experience in Level 2 or advanced technical support is highly preferred.

• Experience supporting SaaS platforms, enterprise systems, or global users is a strong advantage.

• Exposure to scripting or automation (PowerShell, Bash, Python) is a plus.

Working Hours

• Full-time remote role.

• Must be available to work US business hours (EST/CST/PST depending on team allocation).

• Flexibility to work in shifts, including occasional weekends or on-call rotations as required.

Knowledge, Skills, and Abilities

• In-depth understanding of IT service management principles (ITIL is a plus).

• Ability to explain complex technical concepts to non-technical users.

• Strong documentation and reporting skills.

• Proactive approach to learning new technologies and tools.

• Ability to work independently in a remote environment.

• Strong collaboration skills for working with cross-functional global teams.

• High level of professionalism, integrity, and accountability.

Benefits

• Competitive salary based on experience and skills.

• Fully remote work environment.

• Health and wellness benefits.

• Paid time off and holiday allowances.

• Professional development and training opportunities.

• Access to global clients and cutting-edge technologies.

• Performance-based incentives and career growth opportunities.

Why Join HR Talent Solutions?

At HR Talent Solutions, we believe in empowering our employees with the tools, flexibility, and opportunities they need to succeed. You will be part of a dynamic, inclusive, and technology-driven organization that values innovation, collaboration, and continuous learning. This role offers excellent exposure to global projects, modern tech stacks, and a clear pathway for career progression within IT and technical operations.

How to Apply

Interested candidates are invited to submit their updated resume along with a brief cover letter highlighting their technical expertise and remote work experience. Shortlisted candidates will be contacted for a technical interview and skills assessment.