L2 Tech Support Engineer — Cloud Networking

LucidLink Corp.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Stock options

Full health coverage

Flexible PTO

Job summary

LucidLink Corp. seeks a Level 2 Technical Support Engineer to deliver exceptional customer experiences and solve complex technical problems. You will be the primary contact for customers across email, chat, and phone, triaging requests and escalating when needed.

You’ll troubleshoot cloud networking and high-performance workflows, diving deep into product inquiries with an analytical mindset. We value learning, ethical AI use, and impact on support processes across a fast-paced team.

Qualifications

• At least 2 years of experience in Technical Support or a related role.
• Strong written and spoken English communication skills.
• Experience supporting desktop applications and diagnosing issues across platforms.

Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers.
• Respond promptly to customer inquiries via email, chat, and phone.
• Resolve cases, track progress, and provide follow-up.
• Collaborate with other teams to ensure high-quality support.
• Know the product inside out to answer a wide range of questions.
• Analyze customer usage and provide feedback to product and engineering teams.

Skills

Technical support experience

English communication

Troubleshooting

Tools

macOS

Windows

Linux

Job description

LucidLink Corp. seeks a Level 2 Technical Support Engineer to deliver exceptional customer experiences and solve complex technical problems. You will be the primary contact for customers across email, chat, and phone, triaging requests and escalating when needed.

You’ll troubleshoot cloud networking and high-performance workflows, diving deep into product inquiries with an analytical mindset. We value learning, ethical AI use, and impact on support processes across a fast-paced team.