As a Tier 2 Technical Support Engineer , you are the technical backbone of our customer support organization. You independently own complex issues across application, integration, and infrastructure layers, from first contact through root cause and resolution. You're the critical bridge between frontline support and engineering, trusted by customers and colleagues alike to diagnose fast, communicate clearly, and close cases right.

This is not a script-following role. You'll work with real enterprise environments, live production data, and customers who depend on your expertise every day.

What a day in life of looks like:

• Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments.

• Write and review SQL queries to validate data integrity; analyse execution plans and map workflows to underlying data structures.

• Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic.

• Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed.

• Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation.

• Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues.

• Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations.

What you bring to the team:

• A degree in Computer Science, MIS, or similar or equivalent hands-on experience with 3+ years supporting enterprise applications in live environments.

• Solid Microsoft SQL experience, including writing queries, analysing data, and helping improve database performance.

• Comfortable troubleshooting issues on Windows Server and working across applications, databases, and infrastructure to find solutions.

• Familiarity with system integrations such as APIs, file transfers, and end‑to‑end system workflows.

• Experience in operational or support environments , including exposure to ITIL processes, service management tools (like ServiceNow), monitoring tools, and cloud or hosted platforms.

• Strong English communication skills (written and spoken), able to explain technical issues clearly, work independently, and collaborate effectively with cross‑functional teams.

Please submit resumes in English. Strong English speaking and writing communication skills are required.

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