Technical Support Representative II

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