Job Description

2nd Line Customer Support Engineer

Department: Professional Services

Employment Type: Permanent

Location: India, Bangalore

Reporting To: Anette Thelenius

The Professional, 2nd Line Customer Support resolves escalated incidents and supports technical investigations. The role works within established processes to identify issues, recommend fixes and improve service effectiveness. The Professional collaborates with R&D and other teams to complete investigations and reduce repeat incidents. The role applies practical knowledge, works independently on defined objectives and supports less experienced colleagues when needed.

Responsibilities

• Handles escalated incidents from 1st Line Support.
• Investigates issues and drives them to resolution using established methods.
• Identifies root causes and proposes corrective and preventive actions for review.
• Works with R&D teams to resolve product defects and recurring issues.
• Analyses incident data and reports trends to internal teams.
• Checks systems and processes and recommends adjustments that improve effectiveness.
• Assesses new incidents and determines if they relate to known errors.
• Explains technical procedures to colleagues and customers and escalates complex issues.
• Solves problems using experience, available knowledge and guidance from senior colleagues.
• Provides informal support and mentorship to less experienced professionals.

Skills, Knowledge & Expertise

• Experience in 2nd Line Support or related technical support roles.
• Practical understanding of incident and problem management processes.
• Ability to analyse issues and complete investigations within set frameworks.
• Clear communication skills with internal and external stakeholders.
• Ability to recommend improvements to processes and service performance.
• Education and experience in a relevant technical field.