Senior Tier-2 Technical Support Engineer

TravelCenters of America; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

iBase-t is seeking a Technical Support Engineer to deliver advanced technical support for Solumina users, diagnosing complex issues, and optimizing system performance. The role emphasizes understanding business rules, creating test cases in out-of-the-box environments, and leveraging SQL and Java error analysis to resolve database or application problems.

Collaboration across teams is required to enhance support processes, ensure continuity of service, and document all customer interactions

Qualifications

• Excellent verbal and written communication in English.
• Ability to identify root causes, replicate issues, and perform thorough troubleshooting.
• Proficiency in writing and interpreting SQL queries and reading Java code for diagnostics.

Responsibilities

• Provide Tier 2 technical support to resolve advanced issues.
• Analyze product rules and create test cases in OOB environments.
• Write SQL queries and interpret Java errors to diagnose problems.
• Document customer interactions, resolutions, and updates (e.g., Zendesk).
• Develop training materials and troubleshooting procedures for Tier 1/2 support.

Skills

Communication

Root cause analysis

Troubleshooting

Cross-team collaboration

Education

High school diploma

Bachelor's degree preferred

Tools

Zendesk

Kubernetes

AWS

Azure

Job description

iBase-t is seeking a Technical Support Engineer to deliver advanced technical support for Solumina users, diagnosing complex issues, and optimizing system performance. The role emphasizes understanding business rules, creating test cases in out-of-the-box environments, and leveraging SQL and Java error analysis to resolve database or application problems.

Collaboration across teams is required to enhance support processes, ensure continuity of service, and document all customer interactions