Technical Support Engineer II

ibase-t; United States; On-site; USD 80,000 - 120,000; Full time

Job summary

iBase-t is seeking a Technical Support Engineer to provide advanced support for the Solumina platform. You will troubleshoot complex issues, analyze business rules, and create test cases in OOB environments.

The role requires SQL and Java probe skills, Zendesk usage, and collaboration across time zones to improve service delivery. The ideal candidate has 3–5 years in technical support, strong English communication, and experience with Kubernetes and cloud platforms (AWS/Azure).

Qualifications

• 3–5 years in technical support, with Tier 2 exposure.
• Strong written and verbal English communication.
• Experience writing/reading SQL queries and diagnosing Java code.
• Familiarity with cloud-based troubleshooting and Zendesk or similar ticketing tools.
• Experience supporting teams across multiple time zones is a plus.
• Experience with Kubernetes, AWS, and Azure is a plus.

Responsibilities

• Provide Tier 2 technical support, troubleshooting advanced issues to minimize downtime.
• Analyze product business rules and create test cases in OOB environments.
• Write/interpret SQL queries and diagnose Java code to resolve issues.
• Communicate clearly with users and internal teams to ensure customer satisfaction.
• Develop and document training materials, test cases, and troubleshooting procedures.
• Suggest process improvements to support workflows and system configurations.
• Document customer interactions, resolutions, and system updates in Zendesk.
• Collaborate with cross-functional teams to improve platform reliability and performance.

Skills

Clear english communication

Root cause analysis

Test cases in OOB environments

SQL queries

Java code diagnostics

Troubleshooting Kubernetes

Cloud familiarity (AWS/Azure)

Zendesk usage

Cross-team collaboration

Time-zone coordination

Education

High school diploma

Bachelor's degree in related field

Tools

Zendesk

Kubernetes

AWS

Azure

Job description

The Technical Support Engineer will provide advanced technical support for end users of our Solumina platform, resolving complex issues and improving system performance. This role requires a deep understanding of business rules, the ability to create test cases in Out-of-the-Box (OOB) environments, and proficiency in SQL queries and Java code errors. Candidates will also collaborate across teams to enhance support processes and ensure continuity of service.

Essential Functions:

• Provide Tier 2 support by troubleshooting and resolving advanced technical issues that Tier 1 escalates, ensuring minimal downtime for users.

• Analyze product business rules and create test cases in OOB environments to replicate and diagnose reported issues.

• Write basic SQL queries and interpret Java code to identify and resolve database or application-related issues.

• Communicate effectively with users, internal teams, and management, offering clear solutions and ensuring customer satisfaction.

• Develop and document training materials, test cases, and troubleshooting procedures for complex issues to assist Tier 1 and Tier 2 personnel as well as customers.

• Assist in continuous improvement efforts by identifying inefficiencies and proposing enhancements to support workflows and system configurations.

• Ensure proper documentation of customer interactions, issue resolutions, and system updates using tools such as Zendesk.

• Collaborate with cross-functional teams to address recurring issues and implement solutions that enhance platform reliability and performance.

Requirements

• Strong communication skills in English with the ability to explain complex technical concepts clearly and concisely.

• Proven ability to identify root causes, create replicable test cases, and execute thorough troubleshooting procedures.

• Proficiency in writing and understanding SQL queries and reading Java code for diagnostics.

• Familiarity with cloud-based software troubleshooting and prior experience with Zendesk or similar ticketing tools is preferred.

• Experience working in or supporting teams in multiple time zones is a plus.

• 1 or more years of experience troubleshooting environments utilizing Kubernetes, AWS, and Azure a plus.

Required Education/Experience:

• 3-5 years of experience in technical support, with demonstrated exposure to Tier 2 or advanced troubleshooting roles.

• High school diploma is required; a degree from a four-year college in a related field is strongly preferred.

Non-Discrimination Disclaimer:

iBase-t is committed to providing equal employment opportunities to all qualified applicants and employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. Our hiring decisions are based solely on qualifications, merit, and business needs.

Visa Sponsorship Disclaimer:

At this time, iBase-t does not sponsor visas for employment. Applicants must have valid work authorization to be considered for employment.