Technical Support Engineer II — Cloud, Networking & AI Tools

LucidLink

United States

On-site

USD 60,000 - 90,000

Full time

14 days+

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Job summary

LucidLink is seeking a Technical Support Engineer (Level 2) to ensure inbound requests are answered, triaged, and escalated as needed. You will be the main contact via email, chat and phone, troubleshooting issues related to our cloud networking product and answering technical questions.

Join a growing team and influence support processes. You will work during core US daytime hours (9:00 AM–6:00 PM local time).

Qualifications

At least 2 years of experience in Technical Support or a similar role.
Fluent English both written and spoken.
Experience supporting products in desktop environments (macOS, Windows, Linux).
Experience reproducing client issues and leading debug sessions in live calls with customers.
Effectively collecting debug information (logs, memory dumps etc).
Knowledge in cloud environments (e.g. AWS), networking, storage.
Experience setting up a multi-host environment (e.g. virtualization) to reproduce complex setups.

Responsibilities

Maintaining a positive, empathetic and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Resolving cases, tracking the progress and providing required follow-up.
Working with other teams to ensure a consistent and high-quality level of support.
Knowing our product inside out and being able to answer customer questions in a wide variety of areas.
Analyzing how customers are using our services and providing feedback to business and development teams.