Technical Support Engineer - Tier 2

About the Role Our client, a rapidly growing enterprise software company, is seeking a highly skilled and motivated Technical Support Engineer - Tier 2 to join their dedicated support team in Chandigarh, Chandigarh. This role is crucial for providing advanced technical assistance to customers, troubleshooting complex issues, and ensuring the smooth operation of our client's software solutions. You will be the primary point of contact for escalated customer problems, requiring in-depth product knowledge and excellent diagnostic skills. The ideal candidate possesses a strong technical aptitude, a commitment to customer satisfaction, and the ability to work effectively under pressure. You will collaborate closely with Tier 1 support, development, and quality assurance teams to resolve challenging technical issues. This is an excellent opportunity to grow your career within a company that values innovation and invests in its employees' professional development. Join a dynamic team in Chandigarh dedicated to delivering best-in-class technical support. Your expertise will directly contribute to maintaining high levels of customer trust and loyalty, ensuring our solutions deliver exceptional value. We are looking for individuals passionate about technology and adept at finding root causes for complex technical challenges. The work environment is collaborative and focused on continuous improvement. Key Responsibilities Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support. Provide in-depth technical assistance to customers via phone, email, and remote sessions. Analyze product defects and collaborate with the development team for fixes. Replicate customer environments and issues to aid in troubleshooting. Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides. Manage and prioritize a queue of support tickets, ensuring timely resolution. Communicate technical solutions and updates clearly to both technical and non-technical users. Participate in product testing and provide feedback on usability and performance. Train and mentor Tier 1 support staff on advanced troubleshooting techniques. Contribute to the continuous improvement of support processes and tools. Requirements Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 3-5 years of experience in a technical support role, with a focus on escalated issues (Tier 2 or higher). Strong understanding of operating systems (Windows, Linux), networking concepts, and databases. Proficiency in scripting languages (e.g., Python, Bash) is a plus. Excellent analytical and problem-solving skills. Superior communication and interpersonal skills, with the ability to explain technical concepts clearly. Experience with enterprise software and cloud technologies. Ability to manage multiple priorities and work effectively in a fast-paced environment. Customer-focused mindset with a dedication to resolving issues. Experience with remote desktop tools and ticketing systems. Relevant certifications (e.g., CompTIA, Microsoft) are desirable. Benefits Competitive salary and performance-based incentives. Comprehensive health, dental, and vision insurance coverage. Opportunities for advanced technical training and certifications. Career growth paths within a leading software company. Generous paid time off and company holidays. Retirement savings plan with company matching. On-site amenities and a supportive work environment in Chandigarh. Regular team activities and professional development workshops. Exposure to cutting-edge enterprise software solutions. Relocation assistance may be considered for exceptional candidates. .