Role Summary

The Level 2 Technical Support Representative provides advanced technical support for retail systems and applications. This role focuses on troubleshooting complex issues, identifying root causes, and supporting customers in a 24/7 environment.

Key Responsibilities

Investigate and resolve issues escalated from Level 1 support.
Analyze logs, system data, and diagnostics to identify root causes.
Work closely with Level 3, Engineering, Product, and DevOps teams.
Manage incidents through to resolution or escalation.
Provide updates and maintain clear communication with customers and stakeholders.
Support Level 1 teams through coaching and knowledge sharing.
Create and maintain technical documentation and knowledge articles.
Identify recurring issues and contribute to process and service improvements.
Participate in training, cross-skilling, and continuous improvement initiatives.

Skills & Experience

Required

High school diploma or equivalent
Minimum 2 years of technical support or service desk experience
Strong Windows troubleshooting skills
Excellent English communication skills
Strong analytical and problem-solving abilities
Ability to work in a fast-paced, 24/7 support environment

Preferred

Linux experience
Previous Level 2 support experience
Knowledge of payment systems, cloud services, retail hardware, or store applications
Additional language skills

Career Path

Level 1: Initial support and issue resolution
Level 2: Advanced troubleshooting and investigation
Level 3: Expert-level analysis and defect resolution

What You'll Get:

Health insurance with unlimited dependents (based on hierarchy)
Life insurance
Retirement benefit
Career growth opportunities
Competitive Salary
Annual performance-based salary increase

Technical Support Representative II