L2 Technical Support Engineer

As a Level 2 Support Engineer, your primary role will involve handling escalated support cases and complex incidents within SLA. You will be expected to perform advanced troubleshooting across applications, databases, hardware, and networks. Your responsibilities will also include conducting secure remote diagnostics, configuration changes, and system updates. It will be crucial for you to install, configure, and support WMS and ERP platforms. Additionally, you will need to validate software releases and patches through QA testing and perform root cause analysis on recurring and critical issues. Key Responsibilities: - Escalate product defects with detailed technical documentation. - Collaborate with engineering and product teams on bug resolution. - Train and mentor Level 1 engineers. - Maintain active certification in two or more Endpoint products. - Create and maintain internal documentation, including knowledge base articles and troubleshooting guides. - Monitor system health and proactively resolve potential issues before they impact production. - Work closely with L1 and L3 teams to resolve complex technical issues related to WMS, ERPs (Sage, Acumatica, NetSuite, Microsoft Dynamics), and related integrations. - Serve as the primary liaison between the client and the development team throughout the investigation and resolution lifecycle. Qualifications Required: - Familiarity with tools like Salesforce, SQL Server, Visual Studio, Power Automate, Postman, and Smart Connect. - API and .NET ecosystem knowledge. - Strong ability to communicate technical concepts to both technical and non-technical stakeholders. - Strong documentation, communication, and customer management skills. - Leadership and mentoring capabilities. - Problem-solving and analytical skills with the ability to work independently. - Advanced troubleshooting and diagnostic skills for WMS, ERP systems (Sage, Acumatica, NetSuite, Microsoft Dynamics), and network configurations. - Proficiency in VPN configurations and remote support tools (e.g., Cisco AnyConnect, SonicWall NetExtender, and FortiClient VPN). - Bachelor's degree in IT, computer science, engineering, or a related field. - Experience in Application Support, Systems Support, or ERP/WMS Support. - Manufacturing and warehousing industry experience is strongly preferred. - Hands-on WMS experience is required. Technology and Product Scope: - WMS and ERP systems supported; depth of SQL/.NET/API skills required. - Integrated ERPs: Sage, Acumatica, NetSuite, Microsoft Dynamics, and QuickBooks. - System of Record: Salesforce. - Core Tools: SQL Server, SSRS, Visual Studio, VSTS, Postman, SmartConnect, and Power Automate. - Platforms: Microsoft GP, Business Central, Dynamics SL. - Development: C#, .NET, ASP.NET, REST, JSON, and Web Services. - Additional: SQL queries & stored procedures, network troubleshooting, printer configuration, C# debugging, system access. - Required to connect to client environments via VPN. This role demands a high level of technical expertise and a proactive approach to problem-solving, ensuring seamless support for WMS and ERP systems while maintaining strong relationships with clients and internal teams. As a Level 2 Support Engineer, your primary role will involve handling escalated support cases and complex incidents within SLA. You will be expected to perform advanced troubleshooting across applications, databases, hardware, and networks. Your responsibilities will also include conducting secure remote diagnostics, configuration changes, and system updates. It will be crucial for you to install, configure, and support WMS and ERP platforms. Additionally, you will need to validate software releases and patches through QA testing and perform root cause analysis on recurring and critical issues. Key Responsibilities: - Escalate product defects with detailed technical documentation. - Collaborate with engineering and product teams on bug resolution. - Train and mentor Level 1 engineers. - Maintain active certification in two or more Endpoint products. - Create and maintain internal documentation, including knowledge base articles and troubleshooting guides. - Monitor system health and proactively resolve potential issues before they impact production. - Work closely with L1 and L3 teams to resolve complex technical issues related to WMS, ERPs (Sage, Acumatica, NetSuite, Microsoft Dynamics), and related integrations. - Serve as the primary liaison between the client and the development team throughout the investigation and resolution lifecycle. Qualifications Required: - Familiarity with tools like Salesforce, SQL Server, Visual Studio, Power Automate, Postman, and Smart Connect. - API and .NET ecosystem knowledge. - Strong ability to communicate technical concepts to both technical and non-technical stakeholders. - Strong documentation, communication, and customer management skills. - Leadership and mentoring capabilities. - Problem-solving and analytical