Lifted, an Upwork Company™
L2 Support Engineer (Application Support Engineer)
TLDR
Tackle Level 3 analysis and patch-worthy issues in telecom analytics by deep-diving into product codebase and coordinating with backend engineers.
- Delve deep into product functionalities to address intricate product queries.
- Cultivate a broad understanding of the product codebase.
- Perform Level 3 analysis, troubleshooting, and resolution of customer service requests (CSRs).
- Scrutinize product logs, draw parallels with code, and pinpoint problems at the L2 level.
- Adhere to stipulated protocols for escalating issues to the engineering team.
- Craft patches or hot-fixes in tandem with the backend engineering function, when required.
- Be actively involved in assessing and implementing product upgrade and installation protocols.
- Channelize valuable customer feedback to the backend engineering function for product enhancements.
- Proficiency in Core Java programming.
- Adeptness in scripting (Shell or Perl).
- Profound knowledge of Linux.
- Stellar verbal and written communication prowess.
- Proven ability to engage transparently with both customers and internal stakeholders.
- Collaborative mindset for working with diverse teams.
- Demonstrated efficiency in resolving queries over call and email.
- A robust experience of 5-7 years in the software domain, with a preference for a telecommunications background.
- Minimum of 4 years in an L2 Support Engineer capacity or a role of similar nature.
- A development (programming) stint spanning 2-3 years will be advantageous.
- Education in Computer Science, Electronics and Communication Engineering, Telecom Engineering, or any allied domain.
- Fully remote opportunity.
- Applicants must be based in Portugal.
Benefits
Remote-Friendly
Fully remote opportunity.
Lifted, an Upwork Company™, connects enterprise clients with skilled freelance professionals to support specialized projects in safety, finance, and artificial intelligence. By leveraging a network of experts, we streamline the process of sourcing talent for complex tasks, ensuring high-quality results that drive innovation and efficiency in high-demand sectors.
Application Support Engineer