L2 Support Engineer (Application Support Engineer)

An enterprise client, a leading provider of Telecom analytics for roaming, security and risk management and end-to-end domestic and roaming testing solutions is looking to partner with a proficient L2 Support Engineer to join a dynamic customer support team. 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.