The Level 2 Technical Support Engineer will be responsible for providing advanced technical support to resolve software, system, and application-related issues. This role requires a mix of technical expertise, problem-solving skills, and excellent communication to ensure high-quality customer satisfaction. The candidate will also act as a bridge between Level 1 support and the development/engineering teams.

• As a L2 Support, you will be analyzing and providing effective incident resolution for technical issues from L1 Support, ensuring minimal disruption to end users and business operations;
• Perform system maintenance, monitoring, and troubleshooting using Google Cloud Platform (GCP) services.
• Utilize MySQL syntax for database queries, maintenance, and performance optimization.
• Collaborate with internal technical teams to provide in-depth technical support for application-related issues.
• Write and maintain technical documentation to assist in optimizing problem-solving processes.
• Use Node.js development tools as needed and resolve system-related issues.
• Proactively monitor and maintain IT systems to ensure smooth operation, performing preventive maintenance to minimize risks of failure.
• Assist in deploying service versions and provide logs related to the operational status of services.
• Investigating, analyzing, and collecting information for escalated issues, leveraging approved ticketing tools to document and escalate to Level 3 support when necessary.

• 2+ years of experience as an L2 Application support experience, with a proven ability to resolve technical issues and fulfill service requests effectively.
• Familiarity with Google Cloud Platform (GCP) operations and management, including services like Compute Engine, Cloud Storage, Docker ..etc.
• Proficiency in MySQL syntax, with the ability to perform database queries, performance tuning, and data migration.
• Proficient in JavaScript, capable of writing and debugging code to resolve technical issues.
• Skilled in using regular expressions and able to write them for specific scenarios.
• Strong problem analysis and troubleshooting skills, able to handle urgent issues effectively under pressure.
• Excellent communication skills, with the ability to communicate clearly with both technical and non-technical personnel at various levels.
• Ability to prioritize tasks and handle escalations efficiently, ensuring that critical issues are resolved in a timely manner.
• Ability to work independently and solve problems effectively.

Good to have:

• Knowledge and practical experience in networking.
• Experience with other database systems (e.g., Redis, MongoDB, BigQuery, BigTable).
• Proficiency in other programming languages (e.g., Python, C++) is a plus.

Job summary

Join Galatic Events as an L2 Application Support Engineer. Handle escalated issues, troubleshooting, and ensure smooth IT operations.