Level 2 Support Engineer (0010-1126)

Looking for Philippines-based candidates

Job Role: Level 2 Support Engineer

Compensation range: $2,000 AUD - $2,500 AUD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is: A company that develops and supports software solutions used by organisations across Australia and the United States. As the business continues to grow, they are expanding their technical support team to deliver exceptional customer experiences and provide reliable technical assistance across our software platform.

Role Overview: We're looking for an experienced Level 2 Support Engineer who enjoys solving technical problems, investigating issues, and working closely with customers and developers to deliver timely resolutions.

Key Responsibilities:

Customer Support

• Provide Level 2 technical support via Monday Service (transitioning from Zendesk).
• Investigate escalated customer issues, identify root causes, communicate with customers about status, and ensure the other members of the business needed to solve the problem are properly identified and kept informed.
• Resolve software, application and integration issues. The software is entirely bespoke — custom-built and company owned, not a third-party product — and runs on a technical stack that is primarily Microsoft-based in the venue and primarily AWS cloud-based in the cloud. Resolving these issues will include:
• Addressing simple, clearly identified problems
• Running database queries
• Executing stored procedures against the database to check known areas of risk
• Reviewing existing infrastructure and content pieces to confirm they align with expectations
• Performing modifications to existing content pieces (which may or may not be exposed to end users through the front-end UI) to distinguish errors internal to the system from those caused by third-party integrations
• Identifying the different types of third-party integration in play
• Understanding how different integrations behave differently, and what is specific to a given customer
• Confirming current software versions to ensure they are troubleshooting the right problem

• Work effectively within a small software company that releases on a continuous CI/CD model — staying aware that the platform changes regularly and not relying on out-of-date assumptions (you can't apply three-year-old rules to today's system). This includes searching our knowledge bases, internal ticket histories and related support records to confirm they are addressing the right issue.
• Escalate complex bugs to the development team with detailed documentation. Where an issue is actually a feature request or an expansion not yet identified by the commercial team, escalate it through the proper process for review by both commercial and development management; once a decision is made, communicate the outcome back to the customer.
• Maintain high customer satisfaction through both timely and clear communication — providing assistance, being transparent when they don't know the answer, and, where something is urgent or needs a specific time frame, aligning the right resources to deliver within it. This also means being transparent in internal meetings about issues they can't solve or have had to hand off, and developing a clear sense of where the line sits between issues they can resolve themselves and those they can't.

Technical Troubleshooting

• Investigate multiple Microsoft SQL Server (Transact-SQL) databases to identify potential data issues.
• Read and process log files to determine whether a data issue is:
• an issue in our data
• an issue in the customer's data
• an issue in composite data, or something else

• Work with a combination of pre-built queries, toolbox documents and existing data-integrity stored procedures provided to help perform these analyses.
• Understand the core system architecture — at least six Windows services and five web services — and use the tools provided to:
• validate REST responses
• check self-serve to confirm availability and performance
• review, at a high level, the scripting code that forms part of the different front ends

• Understand the transition between in-venue data and cloud data: where those transitions happen, which services are responsible for them, and what types of problems can cause a syncing issue.
• Assist with software configuration and deployment support.

Collaboration

• Participate actively in daily stand-ups.
• Participate in team discussions and shared learning — helping others troubleshoot problems you've already solved, while learning from them how to tackle new ones.
• Communicate with the commercial team on anything approaching or breaching SLAs.
• Contribute to knowledge-base documentation and follow the accompanying documentation program.
• Recommend process improvements.
• Assist with testing bug fixes or new features where determined appropriate (primarily owned by the test team).
• Support site installations and training to help ensure a site is fully ready before handoff — primarily led by Level 3, with Level 2 pulled in as needed.
• Work with developers to resolve defects — communication with development is open and regular, though day to day this role works most closely with the rest of the business and with fellow engineers.

Documentation

• Maintain accurate support tickets, including:
• identifying SLA levels
• properly triaging tickets that land in their inbox before anyone else has looked at them
• completing all ticket descriptors, including tags, so our AI-driven knowledge base can correctly route which tickets go where

• Document troubleshooting procedures.
• Produce clear technical write-ups of investigations and resolutions — what was found, what was done and why — using templates we provide, so developers, seniors and other engineers can pick them up without repeating the work.
• Update internal knowledge-base articles, in anticipation of review by a senior from any one of a number of areas.

Requirements

Required Skills and Qualifications:

• 2+ years in Application Support or Technical Support.
• Experience supporting SaaS applications.
• Strong SQL knowledge.
• Experience reading application logs.
• Excellent troubleshooting skills.
• Strong written and spoken English.
• Customer-first mindset.
• Ability to manage multiple priorities.

Preferred Experience

• Monday Service (most important)
• SQL Server
• REST APIs, including the ability to read JSON
• Windows Server 2019 or later
• PowerShell — enough to be functional, and respectful enough of it to know when it's dangerous
• General networking and systems technologies — SSL certificates, website rules, and manipulating components within a website (e.g. stopping and restarting particular applications, or performing a full reset)
• Zendesk (nice to have — we're migrating away from it)

Success in this Role

You'll be someone who:

• Enjoys solving technical problems.
• Takes ownership of customer issues.
• Communicates clearly with technical and non-technical users.
• Works well independently.
• Loves continuous improvement.

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)

Originally posted on Himalayas