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Camascope-L2 Support Engineer

2 weeks ago

Vadodara, Gujarat, India Nexthire Full time

Role Title:

L2 Support Engineer

Reporting to:

HEAD OF ENGINEERING

Location:

BARODA, India

Job Type:

Permanent



About us

Camascope is a fast-growing technology company focused on empowering the care and medication sector with technology. We are a team of talented, caring, and ambitious individuals who are committed to making a difference in care. Our ecosystem connects pharmacies, care homes, and doctors to improve the lives of many.

There has never been a better time to join Camascope. Our team is growing, and our product is reaching more users and partners every day. You will join a collaborative and passionate team. We love solving real problems and are committed to building the highest-quality solutions. If you are eager to make a meaningful impact in healthcare and thrive in a fast-paced startup environment, Camascope will be the perfect place for you.

What you will work on:

We are looking for an experienced L2 Support Engineer to join our technical support team. The ideal candidate will have strong written and verbal communication skills, a solid understanding of SQL, and excellent diagnostic abilities. In this role, you will handle complex technical issues escalated from Level 1 support, troubleshoot problems, and provide effective solutions to ensure high levels of customer satisfaction.

Key Responsibilities:

  • Provide second-level support for customer issues, escalating to higher-level support as necessary.
  • Troubleshoot, diagnose, and resolve technical issues related to software, hardware, and network systems.
  • Utilize SQL skills to query databases, analyze data, and resolve database-related problems.
  • Collaborate with other support engineers, development teams, and stakeholders to effectively resolve issues.
  • Document troubleshooting steps, issue resolutions, and updates in the support ticketing system.
  • Offer guidance and mentorship to Level 1 support staff to assist them in resolving common issues.
  • Participate in root cause analysis and suggest process improvements to enhance service quality.
  • Follow up with customer service representatives (L1 team) to ensure complete issue resolution and maintain outstanding customer service.

Primary Requirements:

  • Excellent written and verbal communication skills for effective interaction with customers and internal teams.
  • Strong knowledge of SQL, particularly SQL Server, with the ability to write and troubleshoot queries.
  • Good diagnostic and problem-solving skills, emphasizing root cause analysis.
  • Experience with support ticketing systems and remote troubleshooting tools.
  • Ability to debug problems in web browsers using developer tools.
  • Familiarity with software development processes, networking, and operating systems.
  • Capacity to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications:

  • Bachelor's degree in computer science, Information Technology, or a related field.
  • 2+ years of experience in technical support or a similar role.
  • Knowledge of programming languages or scripting is a plus.
  • Experience with MS SQL Server databases.
  • Familiarity with Postman for API testing is a plus.

Work Environment: This is a full-time position, with the potential for on-call or rotational shifts.