Technical Support Engineer, L2

Joining LucidLink as a Technical Support Engineer (Level 2) you will be responsible for ensuring that all inbound support requests are promptly answered, triaged and internally escalated as required. You will be the primary point of contact for our customers through various channels - email, chat and phone. You will be troubleshooting customer issues related to our cloud networking product and answer technical enquiries about the product. Being part of a newly formed technical support team you’ll have the opportunity to grow within the team and take an active part in all decision-making and processes related to customer support.

Responsibilities

Maintaining a positive, empathetic and professional attitude toward customers at all times; Responding promptly to customer inquiries; Resolving cases, tracking the progress and providing required follow-up; Working with other teams to ensure a consistent and high-quality level of support; Knowing our product inside out and being able to answer customer questions in a wide variety of areas; Analyzing how customers are using our services and making recommendations based on the customer needs and providing feedback to business and development teams

Requirements

At least 2 years of experience as Technical Support or a similar position; Fluent English both written and spoken; Experience supporting products in desktop applications environments (macOS, Windows, Linux); Experience reproducing clients’ issues, and leading debug sessions in live calls with customers; Effectively collecting debug information to ease problem solving (logs, memory dumps etc); Knowledge in cloud environments (e.g. AWS), networking, storage; Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups

Nice to have

Located in Pacific or Mountain time zone; Shares our core values; Is a team player; Is smart with an analytical mindset; Is result-oriented and self-motivated; Has a positive, can-do attitude; Thrives in a fast-paced, dynamic environment; Uses AI ethically and pragmatically to boost productivity while maintaining accuracy, data privacy, and strong problem-solving skills; Has a strong desire to constantly learn while helping others do the same

Benefits

Flexible PTO; competitive salary; stock options; full health coverage; strong work-life balance