BlueOptima
9 months ago
Technical Support Engineer - L2
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Company information
- Company
- BlueOptima
- Location
- India, Karnataka, Bangalore India
- Posted
- 9 months ago
Job description
The Support Engineer Level 2 is a critical senior role that sits between customer-facing teams, Product Management, and Engineering. This engineer provides deep technical leadership to ensure the success of complex customer engagements. The role is highly varied and involves supporting the pre-sales, deployment, and support teams by troubleshooting escalated cases, coordinating new features and fixes, and contributing to internal documentation and best practices.
Key Responsibilities
- Supporting Customer Success: Provide technical leadership for pre-sales, deployment, and support teams. Troubleshoot escalated support cases, create reproduction environments, and work directly with engineering where required.
- Product Feedback: Play an integral part in aligning customer requirements with the product roadmap by performing early "road-testing" of pre-release software and representing field feedback to product management.
- Technical Exploration: Identify and carry out in-depth investigations and open-ended research, such as benchmarking bespoke use cases or prototyping new features.
- Enablement: Contribute to internal documentation on product capabilities and best practices, and deliver regular internal training to technical teams.
Required skills
- engineering
- troubleshooting
- support
- level 2
- product management
- engineer
- best practices
- pre-sales
- technical support
- customer success
- prototyping
- benchmarking
- deployment
- internal documentation
- enablement
- product feedback
- technical exploration
- new features
- reproduction environments
- road-testing
- pre-release software
- field feedback
- regular training
- escalated cases
- in-depth investigations
- open-ended research
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