Unifyr

L2 Customer Support Engineer – SaaS

Unifyr

full-time

Posted on:

Location Type: Remote

Location: Portugal

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Tech Stack

RDBMSSQL

About the role

  • Support specialists are responsible for triaging, troubleshooting, and resolving support requests from customers and partners
  • The Level 2 Support Specialist will have good knowledge of the company products and existing customer customizations to provide support and solutions
  • Analyse technical issues to determine a root cause and resolve these
  • Escalate and manage tickets within development team sprints
  • Work closely with level 1 team members to deliver fast effective resolution to cases
  • Ensure the bug-fix and release process is in line with committed fix dates for customer issues
  • Create and modify business processes relating to customer support
  • Act as customer advocate within the company for their assigned accounts
  • Provide proactive oversight support to all ticketing as the primary contact offering existing case escalation, prioritization, and cross departmental coordination
  • Engage other teams to update customers and expedite the resolution time

Requirements

  • 2+ years’ experience in a customer support role
  • Attention to detail, demonstrated follow through and deadline focused
  • Fluent written and spoken English
  • Enthusiastic about working in a team and motivated by contributing to the team’s success
  • Demonstrated flexibility and commitment
  • Sound judgment and mature approach to work
  • A familiarity with web-based enterprise software
  • The ability to multi-task and perform effectively under pressure
  • The ability to translate technical analysis to plain English
  • Experience working with SQL/RDBMS
  • Ability to diagnose technical issues quickly and accurately
  • Understanding of coding practices and structure
  • Must be legally authorized to work in country of employment
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLRDBMStechnical analysisbug-fix processrelease processcustomer supporttroubleshootingticket managementbusiness process modificationroot cause analysis
Soft Skills
attention to detaildeadline focusedteamworkflexibilitycommitmentsound judgmentcommunicationmulti-taskingproblem-solvingcustomer advocacy